The Creative Design Strategy Department (CRD) is Rakuten Group's cross-functional CX/UX organization, operating over 70 services domestically and internationally, serving over 90 million accounts in Japan. Our mission is to maximize Rakuten Group's brand and business value through the continuous improvement and evolution of company-wide customer experience and creative quality. 

-Designing customer experiences that strengthen the Rakuten Ecosystem as "One Rakuten." 

-Planning and providing design assets & solutions that maximize the use of technology, including AI. 

-Supporting the business launch of group-focused and new businesses (CX design, verification, and improvement). 

-Enhancing company-wide customer-centricity, creating best practices in the CX domain, and improving capabilities. 

Position: 

Why We Hire 

In recent years, due to changes in the social environment and market, the role of creative/design has expanded along with the growing importance of customer experience. Furthermore, AI and machine learning are poised to significantly transform customer experience and its design processes. 

As Rakuten Group's own ecosystem expands, we are seeking members to promote customer experience improvement as a company-wide cross-functional design organization, aiming to provide a unique Rakuten’s excellent experience to everyone. 

We welcome individuals with diverse backgrounds, such as those who: 

-Are passionate about improving and evolving Rakuten Group's customer experience and creative quality. 

-Want to plan and design service UX centered on AI/AI agents and connect it to business results. 

-Want to maximize the use of AI/machine learning and customer data to achieve innovation and productivity improvement in UX and creative fields. 

-Want to start a user-centered design career under the guidance of specialists in various UX and design fields. 

-Have experience in client work and wish to work with higher commitment in an operating company. 

-Have experience in visual/UI design and production and also want to gain experience in UX research and planning. 

-Have data analysis experience and want to enhance their qualitative research experience. 

-Have customer support experience and want to improve services based on customer feedback. 

We are broadly recruiting individuals who want to leverage their past experience and challenge themselves in new domains. 

Position Details 

You will be engaged in projects aimed at improving the user experience of Rakuten Group's services and products, as outlined below: 

Planning, Development, and Deployment of AI Solutions to Improve and Streamline UX/Creative quality 

-Example: Planning, development, and group-wide deployment of AI tools that can efficiently define requirements for services and products. 

-Example: Planning, development, and group-wide deployment of AI tools that can analyze customer data (quantitative and qualitative) and utilize it for service improvement and marketing initiatives. 

Realization of User-Centered AI UX (Customer Experience Incorporating AI) 

-Strategy formulation, experience design, and group-wide deployment to improve all experiences involving users and AI. 

-Example: Designing and prototyping AI agent experiences that achieve both business goals and user needs. 

-Example: User-centered AI agent interaction design (e.g., conversational UX). 

-Example: Visualization of experience value for each Rakuten Group business, definition of requirements for each touchpoint, and prototyping of websites/applications. 

-Example: Defining brand visions and formulating design concepts/guidelines for each Rakuten Group business. 

Discovery of Insights, Challenges, and Opportunity Areas Based on AI-Driven Quantitative/Qualitative Research and Data 

-Example: Planning, implementation, and verification (PoC) of new qualitative/quantitative research and data analysis methods using AI/machine learning. 

-Example: Qualitative/quantitative research to identify touchpoints that lead to brand enhancement/detriment. 

-Example: Verification of challenge areas and economic viability through analysis combining behavioral and attitudinal data. 

Organization of Training and Workshops for Internal Designers/Marketers, Business Owners/Managers 

-Example: Organizing training on AI-driven concept development and user research for various business units. 

Mandatory Qualifications: 

We are looking for candidates who meet all of the following criteria: 

Education & Work Experience: 

-University degree or higher. 

-At least 1 year of professional work experience. 

Project Management & Communication: 

-Experience in project leadership/management, and negotiation with customers/stakeholders. 

Specialized Field Experience (at least one of the following): 

-Experience in UX design for services or products. 

-Experience in planning and developing services or solutions using AI/machine learning. 

-Experience in conducting qualitative or quantitative user research. 

-Experience in concept planning/formulation for strategies or initiatives related to products/brands/marketing. 

-Experience in design work or a degree in a design-related field (Bachelor's acceptable). 

Desired Qualifications: 

-Experience in planning, designing, or developing services or applications incorporating AI agents. 

-Experience in leading small to large-scale business efficiency improvements using AI/machine learning. 

-Knowledge and experience in brand strategy and brand management. 

-Numerical analysis skills such as data analysis and statistical analysis, and experience in KPI formulation and effectiveness verification. 

-Experience in designing various workshops for idea generation from concepts. 

-Experience in leading planning, information architecture, and development for web, apps, etc. 

-Knowledge of logical thinking and design thinking, and practical application experience in work. 

-Experience in visualizing (quantifying) goals, executing towards achievement, and PDCA cycles. 

-Experience in proposing plans and execution strategies through negotiation with various stakeholders. 

-Experience in conducting design problem-solving and customer experience design projects. 

-Extensive knowledge related to digital marketing. 

Other Information: 

Additional information on Location 

Tokyo 

Additional information on English Qualification 

TOEIC Score exceeding 800 (or similar level of English ability or a University Degree earned in an English-speaking country) 
In this case, it is necessary to achieve a TOEIC Score exceeding 800 after joining Rakuten in order to be eligible to become a regular employee. 
If no evidence is available to prove the qualifications denoted above, taking an IP test, organized by Rakuten, during selection process is required. 

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