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 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)