Customer Journey Transformation Lead

Remote @Binance in Business Development , in Customer Support , in Operations
  • Post Date : 05/09/2022
  • Apply Before : 04/10/2022
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Job Detail

  • Job ID 221491
  • Working Hours Full-time
  • Years Experience Required 10

Job Description

Binance is the global blockchain company behind the world’s largest digital asset exchange by trading volume and users, serving a greater mission to accelerate cryptocurrency adoption and increase the freedom of money.
Are you looking to be a part of the most influential company in the blockchain industry and contribute to the crypto-currency revolution that is changing the world?


  • Supporting the Head of Customer Service, you will be leading the Business Process Partner team
  • Review operational processes, gather feedback from the team and users queries to identify gaps and inefficiency of the current state and suggest solutions for improvements
  • Work closely with process designers to design optimal operation processes that improves user experience and enhance efficiency
  • Collaborate with various stakeholders and the Project Management team on different CS projects and ensure smooth delivery and sustain outcome
  • Create actionable deliverables for the core change management plans
  • Identify, analyze and prepare risk mitigation tactics
  • Engage senior leaders across the organization to drive changes and ensure different teams (Customer Service team and Business Units) are working towards the same goal in accordance to Binance’ vision
  • Identify and manage anticipated resistance to ensure user readiness
  • Constant evaluation of efficiency and effectiveness by conducting surveys and gathering feedback from users
  • Prepare reports to track outcome of the process with BU leaders for continuous improvement and further streamlining of processes


  • 10+ years relevant experience in driving change management in a large scale organization, customer service experience would be a big advantage
  • Acute business acumen and understanding of organizational issues and challenge
  • Strategic mindset with hands on operational experience to execute plans and ensure delivery of projects
  • Assertive and exceptional communication skills in Chinese and English, both written and verbal, to articulate message to different audiences at all levels of an organization
  • Excellent active listening skillsAbility to establish and maintain strong relationships and to influence others and move toward a common vision or goal
  • Flexible and adaptable, able to work in ambiguous situations
  • Problem solving and root-cause identification skills
  • A team player and able to work collaboratively with and through others

Working at Binance

• Do something meaningful; Be a part of the future of finance technology and the no.1 company in the industry
• Fast moving, challenging and unique business problems
• International work environment and flat organisation
• Great career development opportunities in a growing company
• Possibility for relocation and international transfers mid-career
• Competitive salary
• Flexible working hours, Casual work attire
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