CX Strategist

The CX Strategist works as a marketing specialist alongside clients on new business and service development, growth of existing businesses, and marketing initiatives. The role begins with customer experience design and covers business and service strategy, marketing strategy, promotion planning and design, and support for executing initiatives.

Typical responsibilities include developing marketing strategies and execution plans; creating KGI and KPI trees; identifying business and customer issues and forming hypotheses; designing, conducting, and analyzing research such as in-depth interviews, heuristic research, and access analysis; and designing and facilitating workshops for vision creation, ideation, and CX issue discovery. The role also involves generating new business and service ideas and supporting service growth through access analysis, issue organization, communication design, implementation support, outcome measurement, and improvement planning.

In addition to conventional strategy-building processes, the role uses the CX platform KARTE. The strategist collaborates with many teams and members across the PLAID group to develop customer understanding and strategies. The work can involve senior leaders and business owners at major client companies, from upstream strategy planning through new service development.

Projects are described as continuous engagements lasting more than one year. The role supports client business growth over the long term rather than focusing only on one-off improvements such as conversion-rate increases. Data accumulated in products such as KARTE is used to develop customer insights and propose experience and service improvements. Use cases and insights from client work are fed back to the development team, contributing to the improvement and development of PLAID’s own SaaS products.

The stated work location is the head office in Ginza, Chuo-ku, Tokyo, within the company-designated work locations. The work style is hybrid, combining office attendance and remote work. Depending on company and team circumstances, a certain number of office days may be requested. The business side currently generally attends the office three days per week.