CX (Customer Experience) Improvement Specialist, Rakuten Mobile - Quality Management Department (QMD)

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

This role focuses on improving customer experience and service quality within Rakuten Mobile. Responsibilities may include analyzing customer feedback and operational data, identifying service issues, designing improvement measures, monitoring quality indicators, and coordinating with internal teams to implement solutions. Candidates are expected to have experience in customer experience, quality management, telecommunications, consulting, or business process improvement. Strong analytical, communication, and problem-solving skills are important, along with the ability to manage projects across different departments. Business-level Japanese is likely required, while English may be useful in Rakuten’s international environment. The successful candidate should be customer-focused, organized, proactive, and comfortable turning insights into practical improvements.

About the employer

Rakuten Group, Inc. is a major Japanese technology and internet company headquartered in Tokyo. Founded as an online marketplace, it has expanded into a broad ecosystem covering e-commerce, fintech, travel, digital content, advertising, and mobile communications. Rakuten Mobile operates a nationwide telecommunications service and is working to improve network quality, customer satisfaction, and digital service convenience. The company is known for its membership-based ecosystem, which connects services through Rakuten Points and a shared customer platform. Rakuten has a global workforce and promotes innovation, data-driven decision-making, and collaboration across business units. Employees may work in a fast-moving environment where responsibilities develop quickly and cross-functional communication is important.