Customer Support Systems Planning Data and Analytics Lead

Skills

About the Role

You will improve the data and analytics foundation for customer support. You will evaluate generative AI agent quality, analyze customer-support and customer-behavior data, design KPIs and dashboards, identify improvement opportunities, validate outcomes, establish data governance, and drive projects with business, engineering, and customer-support stakeholders.

Requirements

• Practical experience extracting, aggregating, and analyzing data using SQL or similar tools
• Experience visualizing data and building dashboards with BI tools
• Experience identifying issues through data analysis and developing and validating improvement measures
• Interest in and ability to learn and use generative AI, LLMs, and new technologies
• Ability to translate business issues into data- and system-based solutions
• Ability to drive projects with engineering, customer support, planning, and other stakeholders
• Ability to attend or travel to customer-support sites in Yotsuya, Sapporo, and Fukuoka

Responsibilities

• Evaluate generative AI agent quality and continuously improve accuracy
• Collect, integrate, and analyze inquiry logs and customer-behavior data
• Design KPIs and build dashboards
• Identify issues through data analysis and develop and validate improvement measures
• Develop data platforms and governance for generative AI and data use
• Drive projects with business, engineering, customer support, and related departments

Benefits

• Super-flexible working hours with no core time
• Annual paid leave starting at 14 days
• Personal paid leave
• Social insurance
• Defined contribution pension plan