Lead customer research and product strategy for large financial projects, defining value, prioritizing work, directing web/app UI/UX, aligning stakeholders, and improving KPIs after release.
About this role
This role sits in the Customer Engagement Planning Team for WealthNavi’s robo-advisor service, within a financial-services business. The CRM Planner designs customer engagement initiatives and product improvements that support continued long-term, regular investment, help customers act toward their goals, and address anxiety during market changes. The work is connected to customer engagement, lifetime value, and core business KPIs.
The position covers planning and executing CRM improvements, setting and leading KPIs, and using user research with quantitative and qualitative analysis to define issues and validate hypotheses. It also includes planning product improvements, defining requirements, and designing screens. The team improves the customer experience after service use begins through continuous PDCA.
Applicants need experience planning and executing CRM initiatives, analyzing both quantitative and qualitative information to set issues and validate hypotheses, and achieving KPIs or improving LTV through continuous PDCA.
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