Job Description:
Business Overview
Rakuten Group’s mission is to contribute society by creating value through innovation and entrepreneurship. Rakuten group has almost 100 million customers based in Japan and 1 billion globally as well . We provide over 70 various services such as online shopping mall “Rakuten Ichiba”, online travel service “Rakuten Travel”, online banking service “Rakuten Bank” and others including pro-sports businesses and telecommunication businesses.
Department Overview
Group Quality Department is directly lead by Group Executive Vice President, COO, and is working on improvement of Group Service Quality, to accelerate the growth of Rakuten Group businesses.
We are not only supporting decision making process of managements, but also executing measures for problem solving.
We are facing various problems under the circumstance of expanding Rakuten Ecosystem, and the rapid evolution of internet industry.
We have a lot of opportunities to contribute to the group and the society. Group Quality Department is focusing on the quality improvement.
We aim to guarantee the quality that all our customers can use Rakuten's services with confidence.
The assigned department, Group Quality Assurance Office, views "quality" not only as "quality of services/products" but also as "quality of work," and works to build a system, support the operation and foster a culture that will serve as the foundation for company development throughout the Rakuten Group.
For this reason, we need to manage a wide range of people within the company, we plan and operate conference in which the vice chairman and vice president participate, as well as promote quality activities that work together with the workplace.
Specifically, we set the point we should improve the quality based on quantitative/qualitative data analysis of regular user survey results. We also establish company-wide quality targets and quality standards based on the actual internal activities, and strengthen efforts to prevent quality problems from occurring and preventing their recurrence through education and horizontal dissemination.
Position:
Why We Hire
In order to establish even stronger quality and company foundations in the future, the Group Quality Assurance Office will combine a wide variety of data across multiple businesses. We will identify pain points and promote specific quality activities using them. We are looking for data professionals to support these strategic quality activities.
Position Details
To achieve Service Quality Assurance and decrease user unsatisfied experience, we are looking for Project Planning, Management, and Operating across Rakuten group as professional analyst.
- Current situation analyze (web access logs, purchase data, point acquisition/use data, etc.) and Strategic planning
- Planning explanation, execution, management to stakeholders and report
- Create and operation Quality Metrix
- Create, Operate and rollout Standard/Guideline
- Create scheme to prevent incident across Group
- Analyze Net Promoter Scores to plan and execute service quality improvement project
Mandatory Qualifications:
- Good balance of business perspective and data analysis skills
- Problem solving skills and experience in business companies or consulting firm
- Bird's-eye view, communication skill, logical thinking
- To create changes in our group services, we need to have “Strategic View x Problem-solving Thought x Execution
Desired Qualifications:
- Experience in Internet industry
- Experiences of Service Planning
- Experience to take & analyze NPS/Customer Satisfaction Survey
- Experience in consulting firm
#corporate #datascientist #productmanager #strategyplanning #operationdiv
Languages:
Japanese (Speaking - 4 - Fluent)Other Jobs from Rakuten
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