「コンタクトセンター企画/CX向上企画・【新立ち上げ期に寄与】」のポジションの求人です
■同行のコンタクトセンター起点_マス顧客向け銀行体験(CX)向上企画として以下業務をお任せいたします。
【本ポジションの役割】
■三菱UFJ銀行のコンタクトセンター(コールセンター)に集積されるデータ等に基づく、マス顧客向け銀行体験(CX)向上・デジタル化推進施策※のプロジェクト担当。
※主なプロジェクト:HP/FAQ・チャット等の導線・コンテンツ改善、VOCデータ等に基づくAI分析高度化、AIエージェントによる顧客対応 等
【詳細業務】
■入電データ・お客さまの声/VoC(Voice of Customer)分析・お客さまのペインポイント特定に基づく、顧客接点(HP/FAQ、チャット、電話 等)改善、商品/業務所管部宛て商品サービス・UIUX改善提案。
■(生成)AI等を活用しての入電内容やペインポイント等の要約・カテゴリ分類精度向上、分類結果等の可視化に向けた業務企画・運営。
■AIエージェント(生成AIによる入電内容に対する回答生成・自動回答システム)の導入に向けた業務企画・運営
■オフィス内受電ライン、関係部、システム子会社等との円滑なコミュニケーション・折衝、期日管理等のプロジェクト管理業務。
【ミッション】
国内最大級の顧客接点を持つ三菱UFJ銀行のコンタクトセンターにおいて、データとテクノロジーも活用し、自己/一次解決率・応対品質・生産性・CX の継続的な向上を目指します。
【配属想定部署】
カスタマーサポートオフィス
【魅力】
■まさに抜本的なコールセンター変革・DXに取り組んでおり、CX向上を目指しております。AIなど先進技術を活用するPJとして経営からも注目されている領域です。
【キャリアパス】
対応業務の幅が広いため、同業務におけるプロ職としてキャリア形成する選択肢もあれば、同部署で専門性の高い人材として成長し、将来的にはマネジメント(含む海外拠点)としてのキャリア等への異動等も可能であり、豊富で多様なキャリア展開ができる環境です。
【求める人材】
【必須要件】
■以下いずれかのご経験
・コールセンター領域における入電内容・VoC分析に基づく顧客接点改善経験
・コールセンター領域におけるAI等を活用した新システム導入、導入後の業務設計・変更、運用業務、オペレーション変革経験
【歓迎要件】
■チームパフォーマンスを最大化するプロジェクト推進力、コミュニケーション力、傾聴力、組織調整力など
■銀行(金融)業務知識
■折衝の困難な場面でも、使命感と当事者意識を持って取り組む姿勢
【給与】
年収 600 ~ 1300 万円
【ご参考】大学卒 新卒初任給
なお、経験・スキルに応じて変動の可能性があります
【勤務地】
東京都
世田谷区太子堂
【勤務時間】
08:40~17:10
【雇用・契約形態】
【休日・休暇】
完全週休二日(土日)祝日・有給休暇・慶弔休暇・特別休暇 ※休日出勤による振替休暇あり
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