Customer Journey Assistant Manager (#463)

Within the division, the Customer Experience Department – Customer Journey Section plays a critical role in redesigning and managing the overall customer journey. Specifically, the team collects and analyzes customer feedback, integrates survey results, visualizes the customer journey to identify current issues, and designs the ideal future customer journey. It also works with relevant departments to develop and implement improvement actions.
The goal is to build a shared understanding across the organization and deliver a win-win customer experience for both customers and the company, leading to business growth.

Main Responsibilities

• Conduct detailed analysis of customer feedback and data from various touchpoints to quantify pain points and bottlenecks.

• Develop and define customer journeys in collaboration with related departments by linking diverse customer data, visualizing issues, and aligning with strategic goals.

• Drive the execution of actions toward the ideal customer journey and facilitate consensus with related departments on KPIs and targets.

• Manage the progress of improvement actions and measure results through the PDCA cycle.

• Propose customer research initiatives necessary for customer journey design (in collaboration with the Customer Insight Section).

• Manage the Customer & Operations Committee, including reporting customer-related KPIs, improvement progress, customer strategy, and priority actions, and aligning with management.

• Promote initiatives based on “Customer-Oriented Business Operations” (Fiduciary Duty).

Required Skills and Experience

As an Assistant Manager, you will be expected to take ownership and lead assigned responsibilities proactively.

• Experience identifying issues from a customer perspective and planning/proposing improvement measures.

• Strong analytical skills using customer data (fact-based analysis).

• Experience coordinating with multiple stakeholders to resolve issues and drive decision-making (e.g., project PM or leader in business-related departments, meeting facilitation, stakeholder alignment and consensus building).

• Logical and structured thinking to analyze gaps between current and target states using strategic frameworks and to organize problem-solving approaches.

• Excellent reporting and presentation skills using PowerPoint and Excel (clear and logical communication).

• Ability to write clear and persuasive internal communications and stakeholder documents (emails, presentations, etc.).

• Strong communication skills to build trust and work positively with stakeholders.

• Experience in the insurance industry is desirable (if not, willingness and initiative to learn quickly).

Behavioral Skills

• Strong motivation to achieve goals (commitment to quantitative and qualitative objectives and proactive action).

• Time management skills to meet deadlines.

• Self-management skills for multitasking.

• Creativity and ability to propose ideas unconstrained by existing frameworks.

• Leadership and drive to engage stakeholders and proactively promote business initiatives.

• Willingness to embrace change and continuously pursue innovation and improvement.

• Excellent interpersonal skills and influence based on strong communication and relationship-building abilities.

• High compliance awareness.

Language Skills

• Japanese: Business level or above.

• English: Required for reading and writing emails and documents.

• Preferably capable of participating in meetings, giving presentations, and handling Q&A in English.