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JP

JOB ID 27540

CX Strategy & Planning | CX Strategy Planning

  • Logistics & Transportation, Transportation, Trafic
  • Sales, Sales Planning ＆ Analysis, Call Center Operations, Digital Marketing, Research ＆ Analysis
  • Tokyo
  • ¥5,500,000～¥7,000,000

It is a company that develops mobility-related services and promotes the digitalization of transportation and transportation methods.
Utilizing its proprietary apps and platforms, it offers a variety of services centered on taxi dispatch services. As
one of only a dozen or so unicorn companies in Japan, it co-creates new mobility services with various companies.

Starting from analyzing quantitative and qualitative data related to the customer experience of app users and corporations, you will identify issues and plan and implement improvement measures. You will be in a position that supports a better mobility experience by collaborating with other departments such as support and development.

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Job Description

  • Responsibilities
    ■ Consolidate
    inquiry content and support departments, escalation
    trends, plan and conduct

    external VOCs
    and surveys such as SNS, app store reviews, and external affairs staff ■ Analysis, visualization
    , and quantitative analysis (statistically analyze numerical data such as number of inquiries and satisfaction scores, Examining trends and correlations)
    ・Qualitative analysis (analyzing inquiry content and review text information using methods such as text mining). Exploring the root causes and latent needs of user issues)
    ・ Visualization & Reporting (creating data dashboards and visualizing experiences clearly)

    ■ Planning
    strategies and improvement proposals ・ Planning improvement measures (product feature revamps, changes to support processes, enhancing Q&A, new communication initiatives, etc.) Planning specific solutions)

    ■ Collaboration with relevant departments and promotion
    of execution ・ PdM ・ Proposals to development departments (conveying challenges and needs, requesting product improvements and new feature development and collaboration)
    ・Sending Facebook to support departments (FB analysis results to support support for improving response quality and knowledge organization)
  • Requirements
    ・Experience in data analysis and improvement planning (experience in customer support or success fields is not required)
    ・Experience in identifying issues and formulating measures based on data (Excel/spreadsheets)
    ・Empathy to evolve diverse internal and external insights into product value, while harmonizing with stakeholders, Those
    who possess the courage to deliver essential value, those who deeply empathize with the business and its content, and who are

    passionate about industry development. We welcome young employees as well, and we provide an environment where you can take on challenges and thrive early on depending on your motivation.
  • Preferred
    ・Experience in VOC analysis
    at contact centers, experience in collaborating with and accompanying support departments to improve business processes in line with on-site operations (such as
    CRM utilization), experience in
    marketing, project management experience
    , and experience using

    BI tools (Tableau, Looker, Redash, etc.) ■ Desired Candidate
    Traits Beyond mere data aggregation, they develop logical hypotheses about "which numbers combine to derive essential insights" based on the ideal form of the service, and can plan analyses
    by evolving extracted data into "persuasive materials to move the organization," leading decision-making through storytelling data
    utilization skills. The ability to personally access raw data as needed, carefully examine details one by one, and choose a gritty approach, unafraid of differing opinions or interdepartmental interests to
    get to the bottom of the facts, and involve others toward a common goal to advance the project. With a strong spirit of 'seeing things through myself,' she gives those around her a sense of security and energy.
    Beyond just generating ideas, we persistently collaborate with internal and external stakeholders to promote the implementation of initiatives, and consistently take responsibility for completing them all the way to subsequent effectiveness verification.
    Put yourself in the other person's shoes and design communication with appropriate choice of words and timing
  • Location
    Tokyo
  • Work Style
    Flex working possible
  • Salary
    ¥5,500,000～¥7,000,000
  • Attractive
    Points
    Over 50% Mid-Career Hires, Childcare support system, Weekends and holidays off, Preparing for IPO, Venture Company

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