CX (Customer Experience) Improvement Specialist, Rakuten Mobile - Quality Management Department (QMD)
Rakuten · JP
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About the Role
This position supports and drives quality improvement actions to maximize customer satisfaction within Rakuten Mobile, which is expanding its carrier business with innovative technologies. The role involves analyzing customer feedback, identifying areas for improvement, and collaborating with departments to implement and track enhancement measures.
Responsibilities
- Analyzing VOC and NPS data, listing areas that need improvement, and preparing explanatory materials.
- Presenting findings to relevant departments, aligning understanding, and requesting an improvement plan.
- Supporting action execution by monitoring progress or working alongside the team.
- Tracking action status and KGI/KPI trends.
- Reporting the entire improvement cycle to management.
- Continuing to aid the PDCA loop for further enhancements.
Requirements
- Experience in VOC (Voice of Customer) analysis and service improvement (Industry experience is not required).
- Native-level Japanese proficiency.
Skills
- Business-level English.
- Experience working in a multinational environment.
- Meeting facilitation skills.
- Cross-functional presentation and communication skills.
- Project management and/or program management skills.
- Team management skills.
- Experience working for customer satisfaction survey such as NPS.
Location
- Tokyo
Work Type
- Full-time
Experience Level
- Mid-career
Benefits
- Employee Benefits: https://global.rakuten.com/corp/careers/benefit/
About the Company
- Rakuten Group provides more than 70 services in a wide range of fields, including e-commerce, travel, digital content, and other Internet services in Japan and overseas, as well as financial services such as credit cards, banking, securities, electronic money, and smartphone app payments, mobile services such as mobile carrier services, and professional sports.
- Rakuten Mobile, Inc. has entered the carrier business with innovative technologies and a forward-looking approach, continuously taking on challenges to deliver compelling services.
- The mission of the Quality Management Department is to maximize customer satisfaction through comprehensive service quality improvements offered by Rakuten Mobile.
- We analyze all VOC data received by external customers and customer surveys, support identifying/implementing improvement actions in first line organizations, and contribute in maximizing customer satisfaction.