Call Transcription Associate (Japanese Speaking)

Ethica Consulting; Brighton; Hybrid; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a passionate Product Analyst to join their innovative team. In this dynamic role, you will leverage your analytical skills and Japanese language proficiency to drive product strategy and enhance customer experiences. You'll collaborate with key stakeholders, utilizing Contact Analytics to uncover insights and recommend improvements. This is a unique opportunity to contribute to a global initiative that prioritizes customer satisfaction while working in a supportive environment that values your growth and well-being. If you're a strategic thinker with a knack for problem-solving, this role is tailor-made for you.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical benefits

Flexible working model

Generous paid parental leave

Free access to wellness centers

Confidential counseling support

Career development opportunities

Qualifications

• Fluent in Japanese with strong analytical and problem-solving skills.
• Experience in project management and stakeholder engagement.

Responsibilities

• Manage relationships with partners to drive analytics usage.
• Translate business objectives into actionable analysis plans.

Skills

Problem-solving

Analytical skills

Stakeholder management

Data interpretation

Communication skills

Project management

Education

Degree in a relevant field

Tools

Contact Analytics

Call recording systems (NICE, SpeechMiner)

Job description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard, and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

The Global Services Group (GSG) at American Express delivers extraordinary customer care to Cardmembers and Merchants around the world, while providing world-class credit, collections, and fraud services, and driving revenue growth for the company. The GSG Capabilities Team is a global team of product professionals leading the product strategy, roadmap, and delivery for the suite of capabilities used by Colleagues and Customers that touch our Servicing Network. We are responsible for empowering our Colleagues with tools and solutions needed to drive engagement and satisfaction with our customers, recognize and solve their needs with ease.

We are looking for an enthusiastic Product Analyst with a passion for creative problem-solving, dynamic stakeholder management, and an innovative mindset to join our call transcription team. We are seeking a high energy, solution-oriented team player to own and drive our product strategy and delivery in these critical areas. The successful candidate must be fluent spoken and written Japanese. This role will take the insights extracted using Contact Analytics and make recommendations to drive improvements to the Customer Experience, reduce operating expenses, and drive other key performance indicators. The ability to translate data into actionable insights such as defects, pain points, and barriers for our Business Card Members is a must.

Responsibilities:

• Develop and manage relationships with key partners to drive change, such as technologies, Vendor consultants, and global business groups like Servicing Strategy & Transformation.
• Build relationships with key groups such as Operations, Operation Command Centers, Line Leadership, Compliance, and Regulatory Strategy to identify opportunities to proactively leverage analytics and value-added usage of Contact Recording.
• Translate business objectives into analysis plans and functional designs.
• Exercise business acumen and analytical skills utilizing Contact Analytics to identify improvements and insights based on organizational goals and priorities.
• Effectively and accurately communicate analysis results to the stakeholders, including deliverables, conclusions, and recommendations.
• Contribute to the formulation of the long-term vision for Contact Analytics as a key enabler for global initiatives, such as Value Generation, Reengineering, GenAI, etc.

Minimum Qualifications:

• Japanese language speaker – required
• Ability to analyze and interpret data and effectively and accurately communicate analysis results to the stakeholders, including deliverables, conclusions, and recommendations.
• Problem-solving and quantitative analytical aptitude.
• Ability to translate technical language to a wide audience.
• Strategic, innovative thinker with a successful track record of problem-solving, driving results, and constructively challenging the status quo while working on complex solutions is essential.
• Strong delivery and execution of strategic projects which requires adept stakeholder & partner management, ability to identify, influence, and drive focus on critical items.
• Ability to influence peers and partners on strategic projects.
• Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity, and rapid change.
• Proven track record of successfully operating in a highly matrix environment.
• Strong written and verbal communication skills to senior-level audiences – both face to face & virtually.
• Apply voice/contact center expertise to deliver American Express’s vision for frictionless, omnichannel customer journeys.

Preferred Qualifications:

• Experience in project management, statistics/analytics, or engineering.
• Call recording systems (preferably NICE and/or SpeechMiner) or voice technologies experience.
• Understanding of call center dynamics and processes.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries.
• Bonus incentives.
• Support for financial well-being and retirement.
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
• Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need.
• Generous paid parental leave policies (depending on your location).
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
• Free and confidential counseling support through our Healthy Minds program.
• Career development and training opportunities.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.