The Creative Cloud Customer Experience team is looking for a customer-centric, experience-minded individual to work on globalizing Customer Support experiences for our customers in Japan. This role is based in our San Jose office and will require the person to be fluent in Japanese and familiar with the cultural and linguist nuances of helping customers in Japan. The successful candidate is responsible for building and optimizing experiences using conversation bots for customers in Japan by building consensus with our CX team and understanding existing and anticipated customer requirements as they pertain to support. The ideal candidate is a highly creative individual who has experience designing new ways of interacting with multimodal conversational interfaces for new and evolving web and mobile surfaces. In this role, you will be responsible for conceiving, designing, prototyping and implementing experiences that allow Creative Cloud and Document Cloud customers in Japan to interact with care teams to quickly solve customer problems and get value out of their memberships.
Be a trusted advisor and local champion for our Customers Experience teams in Japan and make sure our CX product teams address their needs. Similar, keep teams in Japan updated on all things that are happening from a policy, go to market and general product operations perspective, as they pertain to customers in Japan.
Act as the primary day to day liaison between Automation product, community, and content teams and help them understand the unique requirements for customers in Japan.
Build and launch conversational bots for our Japanese customers which help customers in the most effective way possible including assessing customer needs, context, and the intents that define the conversation interaction, along with the utterances, entities, conditional logic and flows.
Drive the care and feeding of in-market experiences, and optimization process, continue to learn from and translate customer needs that deliver increasing value towards stated business objectives
Develop mockups, flows and all other creative prototyping assets
Integrate data to create an engaging and personalized customer journey
Partner with Customer Care in Japan to guide the process of designing, deploying and maintaining the conversational experience
Ability to quickly grasp the technology and product concepts to translate their value to customers
Proven ability to meet commitments within the cost, schedule and performance parameters
Flexible to adapt swiftly to changing business environment and priorities and skilled at complex problem solving and conflict resolution
This position is full-time and based in San Jose, CA.
Experience creating prototypes for conversation interfaces like chat and messaging in Japanese
Experience working with Product and Customer Experience partners
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
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