Director, Solution Architect/Specialist

*Please note that we will only be able to respond to candidates whose experience matches the requirements of the role. (eg. background, language, location etc.)

【Job Overview】

Solution Architect/Specialist will be responsible for creating, managing and executing the customer experience strategy for CNX’s clients. This role serves as the global leader and will be responsible for Solution design and create a world class experience of our clients for their customers. This role will drive collaboration and innovation to set strategy and initiatives of business process, digital, technology and contact center transformation

Solution Architect/Specialist will engage with clients and sales teams during pursuit phase and create a customer experience vision for our clients that aligns with their vision as well.

【Responsibilities】

• Create a Customer Experience strategy that collaborates with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Enabling a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
• Design / solution CCAS platforms and other Customer Experience tools.
• Create and Drive AI/Gen-AI adaption roadmap for the clients.
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• Create functional roadmaps and goals to improve customer experience.
• Crete a digital strategy – Analytics, Process, digital platforms and tools; to drive customer experience in client organization
• Create Customer experience strategies for new deal pursuits using tools/models like CJM, VSM and process standardization.
• Create a target operating model for clients based on customer experience strategy that delivers the expected NPS and CSAT goals
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement

【Required Skills】

• The successful candidate will ideally have experience in driving customer experience strategy for customers across verticals.
• Should have lead and executed CCAS and other Customer Experience platforms, including Genesys , NICE, Microsoft, Zendesk, Automation anywhere etc.
• The ideal candidate has a high degree of business insight and emotional intelligence, a combination of strategy, operations, and experience, and is able to work in a fast-paced and dynamic environment yet bring organization and structure to the teams and the projects they oversee.
• Strong ability to work with both business and technology stakeholders
• An entrepreneurial drive, with the ability to deconstruct and solve problems, to investigate drivers and figure out why things happen
• Candidates for this role must have experience leading teams through change effectively and understand details while also seeing the big picture.
• Gravitas to engage with senior leaders/ clients and drive change
• Strategic thinking, strong analytical and problem-solving skills
• Japanese: Native Level English: Business Level
• Japan Based (Tokyo area)