Associate Customer Service Manager - Travel & Mobility Business(C&M)
On-siteTokyo, Tokyo, Japan
Job Summary
Develop company-wide NPS strategies and roadmaps while designing surveys, collecting data, and analyzing results to prepare reports. Identify issues from Voice of Customer feedback and collaborate with business units to support initiative promotion and manage progress. Measure initiative effectiveness, analyze impacts on NPS, and propose improvements based on data-driven insights. Conduct internal awareness activities, share best practices, and research competitor trends to keep up-to-date with customer experience developments. Establish a continuous improvement cycle for cross-company NPS initiatives. Join a four-member team driving customer loyalty through service improvements rooted in customer feedback.
Required Qualifications
- Experience in quality improvement initiatives
- Experience leveraging AI / applying AI tools
- Experience in data analysis
- Basic knowledge of statistics and machine learning
- TOEIC Score exceeding 800 (or similar level of English ability)
- University Degree earned in an English-speaking country
Desired Qualifications
- Experience managing small- to mid-sized projects
- Knowledge of SQL and Python
- Development experience with BI tools (Tableau, MicroStrategy, DOMO)
- Executive-level reporting / reporting to senior management
- Consulting experience
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