Customer Support SME Business Technology Transformation Section (RMI Strategy & Data Dep)

Job Description:

About Organization

Our department drives customer and technology transformation through digitalization AI and data-driven Customer Value Management (CVM) platforms. We enable personalized customer experiences and accelerate acquisition retention win-back ecosystem cross/up-selling and operational excellence across retail web marketing and customer support channels.

Job Duties

We are seeking an experienced Customer Service / Contact Center Subject Matter Expert (SME) to lead our strategic transformation initiatives. You will act as the primary bridge between business and technology teams to deliver scalable AI-enabled customer support solutions.

• Customer Support Assessment & Transformation:

  • Conduct end-to-end assessments of existing support operations across voice chat email social media and self-service channels.

  • Analyze customer journeys support processes SLAs KPIs and CX metrics to identify operational gaps inefficiencies and transformation opportunities.

  • Benchmark current capabilities against industry best practices.

• Technology Transformation & Consulting:

  • Define future-state operating models and build phased transformation roadmaps covering process optimization technology implementation and CX improvements.

  • Recommend modern technologiesincluding AI automation and agent-assist toolsto drive digital transformation.

  • Prepare business cases ROI analyses and define success metrics for proposed solutions.

• Business & Technical Collaboration:

  • Translate complex business requirements into functional technical and data specifications for engineering AI/ML and platform teams.

  • Provide domain expertise for AI-driven initiatives such as predictive routing sentiment analysis intelligent knowledge management and agent assistance.

• Stakeholder Management:

  • Facilitate workshops and requirement-gathering sessions to ensure alignment between business objectives and technical delivery.

  • Present findings recommendations and transformation roadmaps to senior leadership.

  • Collaborate with cross-functional teams to ensure the successful delivery of scalable future-ready support solutions.

Minimum Qualifications

• 12 years of experience in Customer Support Contact Center CX Transformation Product Management or Technology Consulting.

• Proven track record of delivering Contact Center/Customer Support transformation programs and enterprise platform implementations.

• Hands-on experience with Contact Center platforms (e.g. Genesys Salesforce Service Cloud NICE Amazon Connect Zendesk).

• Strong understanding of omnichannel support Customer 360 contact center operations and core KPIs (AHT FCR CSAT NPS SLA).

• Experience in solution consulting requirements gathering HLD/LLD review system integration and Agile delivery.

• Excellent stakeholder management communication and problem-solving skills.

• Japanese Language Skill

Preferred Qualifications

• MBA or Masters degree in Business Technology or a related field.

• Telecommunications industry experience in customer support transformation.

• Experience with AI-powered support automation Agent Assist Knowledge Management chatbots and Customer 360 platforms.

• Experience integrating CRM Knowledge Base IVR Digital Channels Data Platforms and third-party enterprise applications.

• Knowledge of cloud architectures API integration microservices security and enterprise solution architecture.

• Experience working with cross-functional global teams vendors and executive stakeholders.

• Relevant certifications (Salesforce Genesys AWS/Azure TOGAF PMP Scrum/Agile or equivalent).

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