東証プライム電子機器メーカーのManager/Senior Specialist, Continuous Improvement(VOC)の求人

【Job Purpose】
世界中から集まってくる顧客の声（VOC）の分析・取りまとめを担当します。
カスタマーサポート部署等から集まった多くの声の中からクリティカルなものを見つけ出し、定性的・定量的な分析をもとに関係部署と的確にコミュニケーションを取りながらすすめていきます。
Responsible for leading and facilitating VOC initiatives by ensuring stakeholders connected and communicated with qualitative/ quantitative analysis and insights for areas of improvements, which are coming from critical VOCs through a continuous feedback loop from customer-facing functions.

【Key Responsibilities】
- Make sure critical VOCs to be captured and shared with relevant stakeholders across company:
● Enhance source of valuable VOCs from across company.
● Collect VOCs from across the company.
● Make sure critical VOCs to be communicated to relevant stakeholders.
● Continuously acquire feedback from Business Unit, including management team, on focus area of VOCs needed to improve User Experience and/or Business Unit Operation.
● Collaborate with other functions, and other Business Units if needed, to continuously improve VOC feedback loop to achieve quality, faster and efficient feedback.
- Identify improvement opportunities based on VOC/VOP (Voice of Partner) /VOT (Voice of Team) analysis, and support Business Units management prioritize initiatives/actions:
● Analyze VOC, and create and distribute VOC report, on a regular basis.
● Make proposal to Business Units management, new initiatives based on VOC feedback or analysis (VOC initiatives).
● Support Business Units management to prioritize VOC initiatives based on factors including significance, urgency, cost & benefit and risks.
- Lead and facilitate VOC initiatives/actions:
● Lead and support preparation and kick-off of VOC initiatives, including scope and goal settings, and project planning and team building.
● Follow-up and provide project management support to VOC initiatives through completion.
● Maintain list of the initiatives to raise the visibility in the company.
- Provide project management support in other Business Units agenda:
● Upon request, provide project management support in the BU’s strategic initiatives.

【Travel】
● Occasional international travel to the US/Germany may be required.

【Physical Demands】
●Meetings outside of typical business hours to accommodate multiple time zones.

【Qualifications:】
- Customer oriented:
●Showing strong customer orientation, to represent customers when communicating with company’s internal stakeholders.
● Problem solving and analytical skills (both quantitative and qualitative):
● To regularly analyze VOCs collected from across the organization, and summarize and extract management implication.
● Understanding and commanding a standard approach of problem solving.
● Project management skills:
● Able to propose, facilitate and follow-up on BU/Function initiatives.
● Having experiences project/program management in cross-functional and international environment.
● Business acumen:
● Understanding management/organizational issues.
● Being able to prioritize VOC based on the BU strategy and management intents.
● Communication style and skills:
● Open and effective communication style.
● Able to communicate with colleagues from various functions and layers of the company.
● Practical in written and verbal English. Additionally, Japanese or German is a plus.
● Need to become effective in documentation in PPT.