Senior Data Analyst - Chatbot/ Customer Service (AI/LLM)

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 280 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 CS bot data analysis.
• Design an effective analysis and reporting system to enable internal teams to quickly break-down key metrics, diagnose weak areas and suggest actionable items.
• Led the implementation of AI (LLM)-based autonomous agents for data analysis, chatbot interaction, and sentiment monitoring.
• Collaborate closely with cross-functional teams including PM, data engineering, and CS operations team to achieve product objectives.
• Review CS bot KPI and user cases regularly and find valuable insights to guide product and operation improvements.

Requirements

• 5+ years of experience in data analytics, with deep expertise in statistics, machine learning, and data-driven decision-making.
• Proficient in SQL, Python, Spark, Power BI, and Tableau, capable of delivering end-to-end analytical solutions.
• Hands-on LLM experience in developing Prompt, RAG, Workflows, GenAI, Dify and Agents, with a strong track record of iterative optimization and performance enhancement.
• 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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