Data Analyst - Customer Solutions Office, Travel & Mobility Business(C&M)

Job Description:

Business Overview

Rakuten Group's mission is "To empower people and society through innovation." Within this mission, Rakuten Travel stands as one of Japan's largest accommodation booking sites, offering diverse and appealing services that cater to a wide range of travel needs. The dynamic business development, leveraging Rakuten Group's strong customer base and technology to bring innovation to the travel industry, is a significant attraction.

Department Overview

The Customer Solutions Office (CSO) consists of three groups that support customers and service providers and drive Net Promoter Score (NPS) for the travel business. Under the philosophy of "Maximize Customer Satisfaction," the mission of the travel business, the CSO embraces "Be the customer," empowering and supporting end-users and service providers who are customers of the Rakuten Travel business every day.

Position:

Why We Hire

The CS Operation Group serves as the headquarters function for end-user support operations, contributing to the Travel business by handling secondary escalations from the call center, building operational frameworks, and improving quality based on customer feedback. At Rakuten Travel, which continues to grow, improving efficiency and enhancing quality in the customer support domain are urgent priorities. In particular, automating operations, optimizing processes, and improving team performance are essential to delivering a better customer experience.
To drive this important mission forward, we are hiring a CS Data Analyst who can identify issues based on data and design and execute concrete solutions. The contact center—an important touchpoint with customers—along with the back-office operations that support it and the customer management processes, are critical areas that directly impact customer satisfaction. Large volumes of data are being accumulated daily across these areas, and we aim to further strengthen our capability to fully leverage this data to improve operational performance and optimize the customer experience.

Appeal of the business/organizational phase
In the continuously growing travel industry, you can contribute directly to the customer experience of one of Japan’s largest online travel agencies (OTA) with a global presence. You will be in one of the closest positions to customers and be able to engage in driving business growth.

The appeal of discretionary authority and organizational culture

It is an environment where optimal solutions can be pursued with flexibility from a customer-centric perspective. You can experience the Rakuten Group's entrepreneurial culture, rich in a strong culture of mutual cooperation and respect among stakeholders, where uncertainty and change are embraced, and rapid learning and improvement are achieved through experimentation.

Career steps (skills and career path you can gain)
By leading projects with global impact, you can acquire practical skills such as project management, data analysis, and low-code development.
Rakuten Group is actively promoting operational efficiency through AI solutions. There are many opportunities for people who can leverage advanced data analysis using tools such as SQL, Python, and Tableau to build data and mechanisms that drive quality improvement.
By collaborating with a wide range of stakeholders (Product, Engineering, technical teams, various teams within CSO, and external partners) and driving projects forward, you will further develop advanced communication and coordination skills.

Differentiation from competitors (the appeal of leveraging this business × Rakuten Group resources):
By leveraging Rakuten Group’s strong assets—such as its high level of trust and the Rakuten Points ecosystem—you can participate in large-scale customer experience transformation while earning customer support and loyalty that competitors cannot easily replicate.

Position Details

Within the CS Operation Group of Rakuten Travel & Mobility Business, you will focus on building a more target="_blank">https://corp.rakuten.co.jp/careers/benefit/
- Recruitment Information:https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
- Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/

#business #customersupport #commerce #RakutenTravel