Cx・cs戦略企画

PayPay Securities

Tokyo, Japan
Annual salary based on experience + performance; a...
Fully remote
Voc analysis and issue extraction
Self-service solution planning
New service cs operation design
PayPay Securities is seeking a strategic planner for customer experience (CX) and customer service (CS) to enhance user satisfaction and operational efficiency. The ideal candidate should possess experience in business improvement, operations planning, and customer experience enhancement, with a strong focus on data-driven decision-making

Job Summary

  • The role focuses on analyzing customer voice data to identify root causes and implement strategies that reduce inquiry volume.
  • Candidates will lead the design of self-service flows, FAQ improvements, and operational frameworks for new financial services.
  • The position offers the opportunity to drive end-to-end business improvement from strategy planning to execution using AI technologies.

Matching Summary

Match Score: 85

PayPay Securities is seeking a strategic planner for customer experience (CX) and customer service (CS) to enhance user satisfaction and operational efficiency. The ideal candidate should possess experience in business improvement, operations planning, and customer experience enhancement, with a strong focus on data-driven decision-making.

Salary

Annual salary based on experience and performance; Annual bonus based on company results; Benefits include overtime pay and commuting allowance

Skills & Requirements

Must-have

  • VOC analysis and issue extraction
  • Self-service solution planning
  • New service CS operation design
  • AI tool application for operations
  • Cross-departmental project leadership

Nice-to-have

  • Contact center management experience
  • Financial or securities industry background
  • Text mining and generative AI skills
  • Customer-first mindset
  • Proactive problem-solving attitude

Key Requirements

  • Experience in business improvement or CX strategy
  • Proven track record in leading projects from planning to implementation
  • Ability to structure data-driven insights into actionable plans
  • Willingness to obtain securities licenses if not already held

Work Rights

Not specified

Tailored Resume

Cover Letter