Data Analyst (Lead/Manager Candidate) - Conversational Experiences Department (CXD)

Job Description: Department Overview You’ll join a 60-person AI for Customer Service team: engineers, TPMs, data analysts, dialogue designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already power Rakuten Mobile’s pre-sale onboarding and support (“RMAA”) and are building the pipeline for of customer service and engagement experience. Now, we’re moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond. 　 Position: Why We Hire We are seeking a Data Analyst to establish and lead our data analytics function. This role is crucial for building a data-driven culture from the ground up, in close partnership with Product Managers. Currently, we are in a phase of team expansion and capability enhancement, and are recruiting for both leadership candidates and general member positions. You will be a foundational member of a team dedicated to creating a revolutionary, next-generation customer communication as a service (CCaaS) product. If you thrive in a startup-like environment and are passionate about leveraging data to build impactful first-version (V1) products, this is the perfect opportunity for you. 　 Position Details - Partner directly with Product Management to deeply understand and quantitatively measure customer pain points, guiding the development of V1 products. - Design and implement the analytical framework to measure product success, defining key metrics (KPIs) and creating dashboards to monitor product health and user engagement. - Conduct exploratory data analysis to identify new opportunities, validate hypotheses, and inform the product roadmap with actionable insights. - Translate complex data and findings into clear, compelling narratives for diverse stakeholders, including product, engineering, and business teams. - Lead the design and execution of A/B tests and other experiments to optimize product features and user experience. - Establish and own the data infrastructure, including BI tools (Tableau, Looker, etc.) and data pipelines, to ensure accurate and accessible data for the entire team. - As the team grows, you will be expected to mentor and manage junior analysts, fostering a culture of analytical rigor and curiosity. Mandatory Qualifications: - 5+ years of hands-on experience in data analysis, with a significant portion dedicated to product analytics. - Fluent in English, with exceptional communication skills to collaborate effectively in a multinational environment. - Experience in partnering with Product Managers and engineering teams to solve complex business problems. - Demonstrated ability to translate business questions into analytical plans, and analysis results into business impact. - Experience in collaborating with diverse stakeholders to provide data-driven insights, support proposals, and aid decision-making. - Leadership experience or a strong desire to mentor and lead a team. - Proven experience in data extraction, processing, and aggregation using SQL. - Expertise in designing, building, and automating dashboards using BI tools such as Tableau, DOMO, or Looker. 　 Desired Qualifications: - Bachelor’s or Master’s degree in a quantitative field like Computer Science, Engineering, Statistics, or Mathematics. - Experience processing and analyzing large-scale data using platforms like BigQuery or Databricks. - Proficiency in data analysis, visualization, and statistical modeling using Python or R. - Hands-on experience applying statistical methods to A/B testing, experimental design, and user behavior analysis. - Experience in the CCaaS, communications technology, or AI-driven product space. - A history of working on V1 products in a fast-paced, agile environment. #engineer #dataanalyst #dataanalytics #aianddatadiv In Japanese, Rakuten stands for ‘optimism.’ It means we believe in the future. It’s an understanding that, with the right mind-set, we can make the future better by what we do today. So we challenge ourselves to evolve, innovate and experiment, to create a better, brighter future for everyone. Today, our 70+ businesses span e-commerce, digital content, communications and fintech, bringing the joy of discovery to almost 1.3 billion members across the world. If you have any trouble logging in, please contact us here Rakuten Group, Inc.: rakuten-recruiting-info@mail.rakuten.com Please read the Application Requirements(EN) / 募集要項(JP) before applying. Our Diversity & Inclusion Policy and Application Documents Rakuten’s corporate mission is to “contribute to society by creating value through innovation and entrepreneurship.” We foster a culture that provides equal opportunities to those who share this founding philosophy and take on the challenge to transform society, regardless of age, gender, nationality, or any other status. Diversity is one of Rakuten's core strategies and a driving force for innovation. Because of this, you are not required to submit any of the following information in order to apply for our job positions. - Gender - Age - Photo - Nationality - Information not related to business, such as ideological beliefs, family structure, etc. * For legal compliance, we may ask you about your work eligibility. See the details