Leader - Manager Candidate AI Strategy Formulation & VOC Analyst - Customer Management Department, Operations Supervisory Department (C&M)

Job Description:

Business Overview

The Rakuten Group offers over 70 diverse services globally, spanning E-commerce, travel, and digital content, as well as FinTech services such as credit cards, banking, securities, electronic money, and smartphone payment apps. We also provide mobile carrier services and operate professional sports teams. By organically connecting these services through our membership program, centered on Rakuten members, we have built a unique and unparalleled "Rakuten Ecosystem."

Department Overview

Under the Rakuten Group’s mission to "empower people and society through innovation," the Commerce & Marketing Company operates a wide range of core services, including Rakuten Ichiba, Rakuten Travel, Rakuten Books, Rakuten Fashion, Rakuten 24, Rakuten Mart, and various media services.

Our department oversees and manages Customer Support (CS) operations across all businesses and services within the Commerce Company. We are committed to maximizing efficiency and service quality by not only optimizing individual CS operations but also managing and improving our CS framework holistically across the entire organization.

Furthermore, we analyze the diverse needs and challenges of our customers—gathered from extensive interaction logs and Voice of Customer (VOC) data—to provide actionable insights. By doing so, we drive improvement initiatives for each service and business, directly contributing to the growth and success of the Rakuten Group.

Position:

Why We Hire

To achieve further business growth and expand the Gross Merchandise Value (GMV) in the commerce domain, we are not only improving productivity and quality through CS business reform, but also strengthening customer-centricity in our services and business, and promoting cross-use to realize the expansion of cross-service utilization in the commerce domain. To this end, we are required to promote large-scale AI implementation and strengthen the analysis and improvement of customer issues and needs.

Therefore, we are looking for a Strategy Formulation & VOC Analyst who can strategically lead the planning and promotion of AI strategies, as well as contribute to our business and services based on the Voice of Customer (VOC).

In the customer support and business improvement area that supports the diverse services of the Rakuten Group, why not join us in creating the next generation of service experiences by leveraging data and customer feedback?

• Why Join Us?
• In this position, you can gain experience in the following areas within the customer support and business improvement domains that support Rakuten Group's core services.

Beyond mere analysis, you will be able to engage in initiatives that transform the Rakuten Group's vast "Voice of Customer" data into assets and evolve our services alongside AI.

• - Realizing automation and efficiency through AI implementation for customer touchpoints of large-scale services such as Rakuten Ichiba and Rakuten Travel.
• - Involvement in business improvement and strategy formulation based on VOC.
• - Cross-functional project management in collaboration with multiple departments, including Marketing, Development, and CS.
• - Development of next-generation VOC analysis methods utilizing generative AI and data analysis tools.

Position Details

You will be responsible for cross-functional initiatives across various services managed by the Commerce & Marketing Company within the Rakuten Group.

• Scope of Responsibility
• ■AI Strategy Development & Implementation for Commerce Services
• - Enhancing automated customer support using Generative AI (AI BOT initiatives).
• - Improving CS staff productivity using Generative AI (AI-assisted CS support initiatives).

• ■VOC (Voice of Customer) Analysis & Strategy Development
• - VOC analysis and reporting.
• - Identifying and visualizing business and service-related issues.
• - Formulating and proposing improvement initiatives.
• - Driving cross-departmental collaboration (Marketing, Development, CS, etc.).

• Key Responsibilities
• - Planning, managing, and executing the implementation of various AI solutions.
• - Collaborating with the Development team to plan, design, implement, and deploy proprietary AI tools and systems.
• - Conducting quantitative and qualitative AI-driven analysis of VOC logs (e.g., CS interaction logs).
• - Performing cross-analysis using various internal datasets.
• - Preparing periodic reports and presenting findings at management meetings.
• - Identifying existing business/service challenges and proposing effective countermeasures.
• - Coordinating improvement activities with relevant departments.
• - Analyzing and evaluating the impact of implemented improvements.

Work Environment

• Team Structure
• Approximately 10 employees (including 8 in charge of AI promotion projects and 2 in charge of VOC analysis).
• In addition, there are external contractors and partner staff.

• Team Member's Background
• Our current team members bring diverse expertise, including CS operations, data analysis, and marketing.

• Career Path Examples
• In addition to broadening your experience as a CS AI transformation project lead, you can also pursue career advancement from a VOC analyst to a strategy formulation leader, and further to a department manager.

Mandatory Qualifications:

• - Experience in operational improvement or Business Process Reengineering (BPR).
• - Experience in analyzing customer needs and pain points (industry agnostic).
• - Experience in data analysis and reporting.
• - Experience in problem-solving utilizing both quantitative and qualitative analysis.

Desired Qualifications:

• - Practical experience in VOC (Voice of Customer) analysis and improvement proposal development.
• - Experience in user analysis within the marketing domain.
• - Experience in business process improvement utilizing Generative AI, chatbots, or similar technologies.
• - Professional experience in the Internet, E-commerce, Travel, or Entertainment industries.
• - Experience in driving quality improvements or operational enhancements in Customer Support.
• - Experience in project management.

• Ideal Candidate Profile
• - A self-starter who can identify issues and drive improvements based on data and customer feedback.
• - A persistent collaborator who can work effectively with cross-functional teams to drive improvement initiatives.
• - Someone who embraces change and possesses a strong desire to learn new technologies and methodologies.
• - Someone who finds fulfillment in achieving results through teamwork.

Other Information:

Additional information on Location

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

Additional information on English Qualification

• TOEIC Score exceeding 800 (or similar level of English ability) or a University Degree earned in an English-speaking country.
• Proof of qualifications will be required by the time of the job offer.
• If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required.

• Rakuten Group, Inc. Homepage Link
• - Benefits: https://corp.rakuten.co.jp/careers/benefit/
• - Recruitment Information: https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
• - Rakuten Culture: https://corp.rakuten.co.jp/careers/culture/

#business #OperationalImprovement #AI #commerce