Customer Experience Strategist

About Position
As a highly experienced individual contributor, this position is expected to be responsible for leading to valuable insights about our customers in order to help define and drive the future of our services. He/She will report to the VP of Experience, will reveal what our users need from our services by conducting research, working with cross-functional teams including UX Design, Marketing, Data Science, Product, CS, Sales, as well as outside partners/agencies, and performing usability studies. These responsibilities also include inspiring change, delivering oral and written presentations, evaluating qualitative and quantitative data, and helping the Experience and Marketing team better understand what would make a user’s experience more intuitive, accessible, and seamless.
Key Role and Responsibilities

Conducting Research

  • Take full ownership of all UX research and run multiple streams of work at one time.
  • Set agenda and research scopes, and make proposals to the VP of Experience and stakeholders to formulate research plans.
  • Develop research plans based on an agenda set by the VP of Experience.
  • Plan, gather, and analyze, insights about users through new studies and review of existing data.
  • Compile finished, well-documented research findings to deliver meaningful and actionable insights for internal consumption.
  • Manage, Execute, and analyze usability sessions, with support from other team members or communicating with research vendors.

Cross-functional Communication and Stakeholder management

  • Work in a fast-paced environment that thrives on delivering value to our customers frequently.
  • Tightly collaborate with Consumer & Market Insights Specialist to identify insights and present them to business stakeholders
  • Ensure that the services we deliver solve the customers’ problems while meeting business goals.
  • Be able to influence product and design decisions with excellent interpersonal skills.
  • Create a UX research roadmap for continuous improvement across the product.
  • Conduct workshops with internal stakeholders to align business needs.


  • Advising on the most appropriate research methods based on your experience.
  • Conduct competitor and exemplar analysis.
  • Manage yearly plan and budget for UX research
  • 3+ years working as a UX researcher in a fast-paced environment.
  • 3+ years experience in user interviews for Japanese users
  • Proven competency to perform all research-related tasks including research, planning, evaluating, and iteration
  • Proven competency in data analytics and qualitative aspects of UX research.
  • Proven ability to implement appropriate qualitative research methods effectively.
  • Strong commercial acumen with a positive, pragmatic attitude.
  • Ability to collaborate effectively with stakeholders and act as a strategic partner in design decisions
  • Ability to formulate specific, answerable, and practical questions
  • Excellent time-management skills
  • Experience with remote testing tools
  • Japanese language proficiency - business level
Desirable Experience
  • Bachelor’s in a human behavior related field (or equivalent and demonstrable work experience)
  • English language proficiency - business level