CX Experience Manager - Japan

Adobe Systems Incorporated San Jose , CA 95111

Posted 2 months ago

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.

Job Responsibilities

  • 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.

Preferred Qualification

  • 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.

If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

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CX Experience Manager - Japan

Adobe Systems Incorporated