Senior Data Analyst - Chatbot/ Customer Service

Description

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

Responsibilities

Responsible for the overall planning, design, delivery and promotion of the Customer Service bot data analysis.

Design an effective analysis and reporting system to enable internal teams quickly break-down key metrics, diagnose weak areas and suggest actionable items.

Collaborate closely with cross-functional teams including PM, data engineering, and Customer Service operations team to achieve product objectives.

Review Customer Service bot KPI and user cases regularly and find valuable insights to guide product and operation improvements.

Requirements

5+ year experience; Bachelor’s degree and above in a quantitative or engineering field with professional work experience in a relevant field

Strong analytical thinking and communication skills

Experience with common analysis tools such as SQL, R, and Python

Solid experience with at least one data visualization tool (Tableau, Qlik, PowerBI, etc.)

Familiar and comfortable with large volumes of data and big data technology (Hadoop, Spark, Presto, hive)

Experience in working with cross-functional teams to gather requirements and ability to set work priorities

Good business sense and logical thinking. Ability to synthesize information and generalize the pattern

Experience with customer service data analysis and AI bot analysis will be beneficial

Why Binance

• Shape the future with the world’s leading blockchain ecosystem

• Collaborate with world-class talent in a user-centric global organization with a flat structure

• Tackle unique, fast-paced projects with autonomy in an innovative environment

• Thrive in a results-driven workplace with opportunities for career growth and continuous learning

• Competitive salary and company benefits

• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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