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Customer Experience Strategist

Tokyo

About Position
 
As a highly experienced individual contributor, this position is expected to be responsible for leading to valuable insights about our customers in order to help define and drive the future of our services. He/She will report to the VP of Experience, will reveal what our users need from our services by conducting research, working with cross-functional teams including UX Design, Marketing, Data Science, Product, CS, Sales, as well as outside partners/agencies, and performing usability studies. These responsibilities also include inspiring change, delivering oral and written presentations, evaluating qualitative and quantitative data, and helping the Experience and Marketing team better understand what would make a user’s experience more intuitive, accessible, and seamless.
 
Key Role and Responsibilities

Conducting Research

  • Take full ownership of all UX research and run multiple streams of work at one time.
  • Set agenda and research scopes, and make proposals to the VP of Experience and stakeholders to formulate research plans.
  • Develop research plans based on an agenda set by the VP of Experience.
  • Plan, gather, and analyze, insights about users through new studies and review of existing data.
  • Compile finished, well-documented research findings to deliver meaningful and actionable insights for internal consumption.
  • Manage, Execute, and analyze usability sessions, with support from other team members or communicating with research vendors.

Cross-functional Communication and Stakeholder management

  • Work in a fast-paced environment that thrives on delivering value to our customers frequently.
  • Tightly collaborate with Consumer & Market Insights Specialist to identify insights and present them to business stakeholders
  • Ensure that the services we deliver solve the customers’ problems while meeting business goals.
  • Be able to influence product and design decisions with excellent interpersonal skills.
  • Create a UX research roadmap for continuous improvement across the product.
  • Conduct workshops with internal stakeholders to align business needs.

Strategy

  • Advising on the most appropriate research methods based on your experience.
  • Conduct competitor and exemplar analysis.
  • Manage yearly plan and budget for UX research
Requirements
  • 3+ years working as a UX researcher in a fast-paced environment.
  • 3+ years experience in user interviews for Japanese users
  • Proven competency to perform all research-related tasks including research, planning, evaluating, and iteration
  • Proven competency in data analytics and qualitative aspects of UX research.
  • Proven ability to implement appropriate qualitative research methods effectively.
  • Strong commercial acumen with a positive, pragmatic attitude.
  • Ability to collaborate effectively with stakeholders and act as a strategic partner in design decisions
  • Ability to formulate specific, answerable, and practical questions
  • Excellent time-management skills
  • Experience with remote testing tools
  • Japanese language proficiency - business level
Desirable Experience
  • Bachelor’s in a human behavior related field (or equivalent and demonstrable work experience)
  • English language proficiency - business level

 

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株式会社Paidy

 

1.取得および利用目的 (English will follow)

株式会社Paidy(以下「弊社」という)は、弊社への採用をご希望される皆様の氏名、住所、電話番号、メールアドレス等の個人を識別できる情報を取得します。取得の目的は、採用活動(書類審査、面接、評価、応募者への連絡等)のためとし、それ以外の目的での利用はいたしません。

2.個人情報の第三者への提供

弊社は、法令で定める場合を除き、応募者の個人情報について、当該個人の同意を得ずに、業務を委託する場合を除き第三者に提供することはありません。

2.業務の委託

弊社は、ご提供いただいた個人情報を外部の業者に委託し、採用活動等を行なう場合があります。この場合、委託する業者と契約を締結し、個人情報を適正に管理できるようにいたします。 

4.安全管理

弊社は、個人情報へのアクセスまたは個人情報の紛失、破壊、改ざん、漏えい等の危険に対して、必要な安全対策を継続的に講じるよう努めます。

5.応募書類の返却・廃棄

採用に至らなかった場合、お預かりした履歴書をはじめとする選考に使用したその他応募書類は、一定期間保管後、 弊社で責任を持って廃棄いたします。返却はいたしませんので予めご承知おきください。

6.個人情報提供の任意性

応募者の個人情報の弊社への提供は、応募者の同意に基づく任意ですが、弊社の採用選考に必要な情報が提供されない場合、採用の選考を辞退されたものとみなす場合もありうることを予めご承知おきください。

7.個人情報の開示等の請求に応じる手続き

ご提供いただいた個人情報については、利用目的の通知、開示、内容の訂正、追加又は削除、利用の停止、消去、 第三者への提供の停止の請求を弊社問合せ窓口に申し出ることができます。その際、弊社は、ご本人であることを確認したうえで、合理的な期間、法令等に定められた範囲内で対応します。また、一部のご請求については有料となります。 手続の詳細は、弊社HP上の「個人情報保護に関する基本方針」(https://terms.paidy.com/privacy) をご確認いただくか、下記あてにお問い合わせください。

8.個人情報管理責任者およびお問い合わせ先

弊社では、個人情報を適切に保護するための管理者を下記の者が担当いたしております。また、個人情報管理に関する問い合わせや開示、訂正または削除のご依頼は下記までご連絡ください。

<個人情報保護管理者>

株式会社Paidy セキュリティ部　情報セキュリティマネジャー

privacy@paidy.com

 

<個人情報に関するお問い合わせ窓口>

個人情報相談窓口

〒107-6212 東京都港区赤坂9-7-1 ミッドタウン・タワー12階

privacy@paidy.com

 

--------------------------English--------------------------

Paidy Inc.

 

  1. Acquisition and Purpose of Use

Paidy Inc. (hereinafter the “Company”) acquires from those who desire to apply for employment opportunities of the Company the information capable of identifying the particular individual, such as name, address, telephone number, and e-mail address. Such acquisition is for the purpose of use in recruitment activities (such as pre-interview screening process, interviews, assessment, and communication with the applicant), and the Company will not use such information for any other purpose.

  1. Third-Party Provision of Personal Information

Unless otherwise authorized under the applicable law, the Company will not provide any personal information from any applicant to any third party other than the suppliers engaged by the Company for services without the consent of the applicant.

  1. Engagement of Suppliers

The Company may engage third-party suppliers for the provision of services for recruitment activities or whatsoever and provide such suppliers with the acquired personal information. In such event, the Company will enter into a contract with the engaged suppliers and secure the proper management of the personal information.

  1. Security Control

The Company will continuously endeavor to implement the security measures as are necessary to protect the personal information from the risks of unauthorized access, loss, destruction, alteration, leakage, and the like.

  1. Return and Disposal of Application Documents

In connection with any applicant whose submission of an application has not resulted in employment by the Company, the Company will store the submitted resume and all other application documents in use for the screening for the time being and will later responsibly dispose of the same. It is hereby acknowledged and agreed in advance that none of such application documents will be returned to the applicants.

  1. Voluntary Submission of Personal Information

The submission of any personal information to the Company by any applicant shall be made on a voluntary basis with the consent of the applicant. However, it is hereby acknowledged and agreed in advance that if any applicant fails to submit the information necessary for the recruitment screening of the Company, such applicant may be deemed as having withdrawn from the recruitment screening process.

  1. Procedures for Responding to Requests for Disclosure of Personal Information

In connection with any submitted personal information, the applicant may make a request to the point of contact at the Company for a notice of the use purpose, disclosure, correction, addition or deletion of the content, termination of use, deletion, or suspension of any third-party provision. At the time of such request, the Company will confirm the identity of the requester and respond to such request within a reasonable term to the scope stipulated under the applicable law or other regulations. Some of the requests require the payment of fees. For the details of such procedures, please check the “Basic Policy for Personal Information Protection” on the Company’s website (https://terms.paidy.com/privacy), or inquire at the following point of contact.

  1. Personal Information Control Manager and Point of Contact

On behalf of the Company, the following personnel serve as the manager for properly managing the personal information. Please address any inquiry for personal information management or any request for disclosure, correction, or deletion to the following.

<Personal Information Protection Manager>

Information Security Manager, Security Department, Paidy Inc.

privacy@paidy.com

 

<Point of Contact for Personal Information>

Point of Contact for Personal Information

12th Floor, Midtown Tower, 9-7-1 Akasaka, Minato-ku, Tokyo 107-6212

privacy@paidy.com

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