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.

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