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

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 technologies—including AI, automation, and agent-assist tools—to 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 Master’s 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).

Languages

English (Overall - 3 - Advanced), Japanese (Overall - 3 - Advanced)