CX (Customer Experience) Improvement Specialist, Rakuten Mobile - Quality Management Department (QMD)

Job Description:

Business Overview

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. By organically linking these services through a membership system centered on Rakuten members, Rakuten has created a unique “Rakuten ecosystem” that is unlike any other.

*Our Businesses Key Figures
https://corp.rakuten.co.jp/careers/services/

Department Overview

This position is to be employed by Rakuten Group, Inc. and expected to work on assignments commissioned by Rakuten Mobile, Inc.
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 analyzes all VOC data received by external customers and customer surveys, supports identifying/implementing improvement actions in first line organizations, and contributes in maximizing customer satisfaction.

Position:

Why We Hire

As Rakuten Mobile strives for 20 million subscribers, boosting satisfaction at every customer touchpoint is a pressing task.
We’re recruiting mission-driven self-starter who can explain VOC and NPS analysis to first line organizations and help them identify and carry out improvement measures.

Attractions

- Business/organizational phase
As both the business and the organization are in a growth phase, there is strong momentum for improvement.
- Autonomy and culture
The organization encourages you to take initiative; you can drive many areas by yourself without sticking to previous methods.
- Career development (skills and career path)
This role lets you sharpen specialist knowledge of customer quality and practice driving cross-department projects, giving you transferable skills useful at any industry.
- Differentiation from competitors (leveraging Rakuten Group resources)
We are able to bring in best practices about customer touchpoints from all parts of the Rakuten Group.

Position Details
This job supports and drives quality improvement actions to maximize customer satisfaction.

Key Responsibilities
In detail, the role involves:
- Analyzing VOC and NPS data, listing areas that need improvement, and preparing explanatory materials.
- Presenting these findings to the relevant department, 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.

Sample Projects
- Shop quality improvement
- Call center customer satisfaction improvement

Work Environment

Team Structure
- Headcount: approx. 50 in Quality Management Support Office; around 10 per section.
- Age range: broad, from 20s to 50s+.
- Hiring mix: predominantly mid-career hires.

Average Overtime
Approximately 10-20 hours per month.

Mid-career Background Examples
Members from diverse industries with prior experience in issue resolution and quality improvement.

Example Career Path for Successful Mid-career Hires
After gaining experience in the Customer Operation Quality Management Office, you may transfer to the first line department you have supported, or be assigned to larger management-quality projects.

Mandatory Qualifications:

- Experience in VOC (Voice of Customer) analysis and service improvement (Industry experience is not required).
- Native-level Japanese proficiency.

Desired Qualifications:

- Business-level English.

- Experience working in a multinational environment and 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.

Other Information:

Additional information on Location

Rakuten Crimson House
1-14-1 Tamagawa, Setagaya-ku, Tokyo

Related Pages
- Employee Benefits: https://global.rakuten.com/corp/careers/benefit/
- Employee Conditions: https://corp.rakuten.co.jp/careers/information/

- Culture: https://corp.rakuten.co.jp/careers/culture/

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