（雇入れ直後）

●Service Satisfaction & Improvement

・Own the design, execution, and analysis of global service satisfaction and business engagement surveys, as well as external/internal benchmarks.

・Translate feedback into actionable service improvement initiatives, prioritizing areas with the greatest impact on user, client, and employee experience.

・Partner with service product owners and delivery teams to co-create improvements and ensure implementation.

・Continuously monitor business and employee perceptions across regions and functions, ensuring consistent, high-quality experiences.

●Service Performance & Insights

・Track, measure, and communicate service health beyond SLAs/KPIs, with a strong focus on user experience and stakeholder value.

・Apply service mining and analytics to uncover friction points, service gaps, and improvement opportunities.

・Provide data-driven insights to leadership on service effectiveness, highlighting risks and opportunities.

●Governance & Stakeholder Engagement
Establish a clear governance framework to oversee service quality, satisfaction, and improvement programs, including tracking and resolving service issues and escalations.

・Act as the primary liaison for business stakeholders on service experience topics, ensuring transparency and accountability.

・Foster partnerships with both internal GBS teams and outsourced (nearshoring and offshoring) providers to embed service excellence as a shared responsibility.

●Employee Experience & Enablement

・Partner with HR, Service Design, and Operations teams to ensure employee experience is central to service delivery.

・Partner with internal digital teams to design, implement, and maintain an effective helpdesk to address user needs swiftly and consistently.

・Promote employee engagement and empowerment as enablers of better client satisfaction outcomes.

・Lead initiatives that simplify employee interactions with GBS, ensuring services are intuitive, accessible, and reliable.

（変更の範囲）

会社内での全ての業務