UX Researcher (Rakuten Mobile Business) - UX Strategy Section, Brand Marketing Strategy Department, Marketing Division(GSD)

📍 Job Overview

Job Title: UX Researcher (Rakuten Mobile Business) - UX Strategy Section, Brand Marketing Strategy Department, Marketing Division(GSD)

Company: Rakuten

Location: Tokyo, Japan (Futakotamagawa Rise Office)

Job Type: Full time

Category: User Experience (UX) Research / Marketing Operations

Date Posted: 2026-10-02

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• Conduct comprehensive UX research, including usability testing and user interviews, to drive service improvements for Rakuten Mobile.

• Develop key UX artifacts such as personas and user journey maps to inform strategic decision-making and enhance the user experience.

• Analyze qualitative data to derive actionable insights that contribute to the overall quality and strategic direction of Rakuten's mobile offerings.

• Collaborate within a diverse, international team to introduce new research methodologies and optimize operational flows for UX strategy.

• Contribute to KPI management and the establishment of mechanisms that ensure continuous improvement in user experience across Rakuten's ecosystem.

📝 Enhancement Note: This role is situated within the Marketing Division, specifically within the UX Strategy Section, indicating a strong focus on how user experience directly impacts brand perception and marketing effectiveness. The emphasis on introducing new methods and optimizing operational flows suggests a proactive and influential role for the UX Researcher.

📈 Primary Responsibilities

• Design, execute, and analyze usability tests to identify areas for improvement in Rakuten Mobile's user interfaces and workflows.

• Plan, conduct, and report on user interviews to gather in-depth qualitative feedback on user needs, behaviors, and pain points.

• Create detailed personas and user journey maps that represent target users and their interactions with Rakuten's services, informing product development and marketing strategies.

• Analyze qualitative research data using appropriate methodologies to extract meaningful insights and translate them into actionable recommendations for product and service enhancements.

• Contribute to the establishment and refinement of UX research processes and operational frameworks within the team and across relevant departments.

• Collaborate with cross-functional teams, including product, design, and marketing, to ensure user insights are integrated into the product development lifecycle and marketing campaigns.

• Support KPI management for UX initiatives, tracking progress and demonstrating the impact of research findings on key business objectives.

• Participate in the recruitment and development of UX talent, contributing to the growth of the UX Strategy Section.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on research execution and strategic contribution. The expectation to "introduce new research method and create new operation flow" signifies an opportunity for process innovation and leadership in methodological adoption, which is crucial for a dynamic operations role.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent practical experience in User Experience, Human Factors, Psychology, or a closely related field. Experience:

• 2-5 years of progressive experience in UX research, with a proven track record of applying user-centered design principles.

• Experience in establishing and optimizing UX research processes within an organization, including stakeholder education and cultural integration.

• Experience managing complex projects within large-scale organizations. Required Skills:

• Proficiency in a variety of UX research methodologies, including but not limited to usability testing, user interviews, surveys, and ethnographic studies.

• Demonstrated ability to conduct qualitative data analysis and derive actionable insights that drive product and service improvements.

• Experience using prototyping and design tools such as Sketch and InVision for research validation and communication.

• Excellent verbal and written communication skills, with the ability to articulate research findings and recommendations clearly to diverse audiences.

• Strong problem-solving skills with a keen ability to identify user pain points and propose effective solutions.

• Proficient Japanese language capability for effective communication with internal stakeholders and research participants.

• A genuine interest and passion for UX trends, emerging technologies, and best practices in user experience. Preferred Skills:

• Experience in managing and scaling UX research operations within a corporate environment.

• Proven ability to manage projects in large-scale and complex organizational structures.

• Experience in organizational management and team development.

• Business-level English proficiency, with a TOEIC score of 800 or above, is advantageous for international collaboration and access to global resources.

📝 Enhancement Note: The 'Desired Qualifications' point towards a candidate who can not only perform research but also champion its adoption and operationalize it within a large, complex business. This suggests a role with potential for mentorship and strategic influence beyond individual research tasks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive UX research projects that demonstrate a full research lifecycle, from problem definition to actionable insights and impact.

• Clearly articulate the research objectives, methodologies employed (e.g., usability testing, interviews), and the rationale behind these choices for each project.

• Present detailed qualitative data analysis, including themes, user quotes, and synthesized findings that directly led to product or process recommendations.

• Highlight the impact of your research on business outcomes, such as improved user satisfaction, increased conversion rates, or reduced support costs, quantifying results where possible.

• Include examples of UX artifacts created, such as personas, user journey maps, and usability test reports, demonstrating your ability to translate research into strategic tools. Process Documentation:

• Demonstrate experience in documenting and standardizing UX research processes, including protocols for participant recruitment, study execution, and data analysis.

• Provide examples of how you have contributed to or established operational flows for UX research within a team or department, showcasing an understanding of efficiency and scalability.

• Showcase an ability to integrate UX research findings into broader operational frameworks, such as KPI management and strategic planning.

📝 Enhancement Note: Given the role's emphasis on introducing new methods and operational flows, the portfolio should strongly emphasize a candidate's ability to not just do research but to build and optimize the research function itself. This includes process design, stakeholder education, and demonstrating measurable impact.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for UX Researchers with 2-5 years of experience in Tokyo, Japan, a competitive salary range is estimated to be between ¥6,000,000 and ¥9,000,000 JPY annually. This range considers the role's specific responsibilities, the seniority level, and the cost of living in Tokyo. Benefits:

• Comprehensive health insurance and social security coverage as per Japanese labor law.

• Paid time off, including annual leave, sick leave, and public holidays.

• Potential for performance-based bonuses and annual salary reviews.

• Access to Rakuten's extensive ecosystem of services, potentially with employee discounts or benefits.

• Opportunities for professional development, including training, workshops, and conference attendance.

• Commuting allowance and potential for other work-related expense reimbursements.

• Membership in a diverse and international work environment with opportunities for cultural exchange. Working Hours:

• Standard full-time work hours are typically 40 hours per week, with flexibility often available within core business hours. Specific arrangements may be discussed during the hiring process, considering operational needs and team collaboration.

📝 Enhancement Note: Salary estimation is based on general market data for UX Researchers in Tokyo. Rakuten, as a large corporation, is expected to offer a standard package of benefits aligned with Japanese employment regulations, with potential for additional perks related to its diverse service offerings.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce, Technology, Telecommunications, FinTech, Entertainment, and more. Rakuten operates a vast and diverse internet services conglomerate. The Marketing Division specifically focuses on enhancing the value of Rakuten's membership and its ecosystem of over 70 services.

Company Size: Large Enterprise (Rakuten Group employs tens of thousands of individuals globally). This scale implies structured processes, significant resources, and opportunities for impact across a broad user base.

Founded: 1997. Rakuten has a long history of innovation and expansion, demonstrating a stable yet dynamic corporate environment.

Team Structure:

• The UX Strategy Section is part of the Brand Marketing Strategy Department within the Marketing Division.

• It oversees multiple UX and creative-related departments, acting as a central support and strategic unit.

• The team is explicitly noted as diverse, with members of various nationalities and extensive international experience, fostering a highly collaborative and open environment for idea exchange.

• The department also handles back-office functions like budget management, recruitment, and employee development for its UX and creative teams. Methodology:

• Focus on improving service quality through comprehensive user experience support for Rakuten Mobile.

• Emphasis on establishing mechanisms for KPI management related to user experience.

• A culture that encourages the introduction of new research methods and the creation of new operational flows.

• Data-driven decision-making, leveraging user insights to inform strategy and product development.

• Collaborative approach, valuing diverse perspectives and international experience to tackle challenges.

Company Website: https://global.rakuten.com/corp/

📝 Enhancement Note: Rakuten's "R-Innovation" philosophy and its vast ecosystem suggest a company that values continuous improvement, cross-pollination of ideas, and a data-driven approach. The UX Strategy Section's role as a central support unit implies a strong influence on product development and brand perception across multiple services.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level UX Researcher (2-5 years of experience). It offers the opportunity to move beyond individual contribution to influencing research processes and methodologies.

Reporting Structure: The UX Researcher reports within the UX Strategy Section of the Brand Marketing Strategy Department. This structure places the role at a strategic intersection of user experience, brand marketing, and product development for Rakuten Mobile.

Operations Impact: The UX Researcher's insights will directly influence the user experience of Rakuten Mobile, a critical platform within the Rakuten ecosystem. This impact extends to improving membership value, driving engagement across services, and contributing to the overall success of Rakuten's brand and business objectives.

Growth Opportunities:

• Methodological Leadership: Opportunity to introduce, establish, and refine UX research methodologies and operational flows, potentially leading to a senior researcher or research lead role.

• Cross-functional Expertise: Deepen understanding of marketing strategy, brand management, and product development by working closely with diverse teams across Rakuten's extensive service portfolio.

• International Collaboration: Develop cross-cultural communication and collaboration skills by working within a diverse, international team and potentially engaging with global stakeholders.

• Process Optimization: Gain experience in optimizing operational processes for research, including KPI management, budget oversight, and recruitment, which are valuable skills for operations and management roles.

📝 Enhancement Note: The job description explicitly states, "We are in a phase that you could introduce new research method and create new operation flow if you want to do so." This indicates a strong emphasis on growth through process innovation and taking initiative, making it an attractive role for those looking to shape how UX research is done.

🌐 Work Environment

Office Type: The role is based in the Futakotamagawa Rise Office, indicating a modern, professional office environment. Rakuten is known for its collaborative workspaces designed to foster innovation and teamwork.

Office Location(s): Futakotamagawa Rise Office, Tokyo, Japan. This location is known for its convenient access and modern amenities.

Workspace Context:

• Collaborative Atmosphere: The team is described as diverse, with members from various nationalities and international backgrounds, fostering a culture of open idea exchange and mutual support.

• Tools & Technology: Access to standard UX research tools, design software (Sketch, InVision), and potentially other Rakuten-internal platforms for collaboration and data analysis.

• Team Interaction: Frequent interaction with colleagues within the UX Strategy Section, as well as with product managers, designers, marketers, and other stakeholders across Rakuten Mobile and the broader Rakuten Group.

Work Schedule: Standard full-time (40 hours/week) with potential for flexibility. The emphasis on innovation and collaboration suggests an environment where efficient work practices are valued, allowing for focused research time alongside team engagement.

📝 Enhancement Note: The mention of a "diverse team with foreign nationals and extensive international experience" and fostering an "international culture" suggests an inclusive and dynamic work environment that values global perspectives. This is a key aspect for operations professionals who thrive in cross-cultural settings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application materials, focusing on relevant UX research experience, portfolio, and alignment with mandatory qualifications.

• Technical Interview: Assessment of UX research skills, methodology knowledge, data analysis capabilities, and proficiency with design/prototyping tools. This may involve discussing past projects in detail.

• Case Study/Portfolio Presentation: Candidates will likely be asked to present a selected project from their portfolio, detailing their process, insights, and the impact of their work. This is a critical step to evaluate practical application and communication skills.

• Team/Cultural Fit Interview: Discussion with potential team members and hiring managers to assess collaboration style, problem-solving approach, and cultural alignment with Rakuten's values and the team's international dynamic.

• Final Interview: May involve senior leadership to discuss strategic alignment and long-term potential.

Portfolio Review Tips:

• Showcase Impact: Prioritize projects where your research led to tangible improvements or strategic shifts. Quantify outcomes whenever possible (e.g., "reduced task completion time by 15%," "increased user satisfaction scores by 10%").

• Detail Your Process: Clearly explain your research questions, chosen methodologies, participant recruitment strategy, data analysis techniques, and how you synthesized findings into actionable recommendations.

• Highlight Problem-Solving: Demonstrate how you identified user pain points and translated them into design or product recommendations. Showcase your ability to think critically and creatively.

• Emphasize Collaboration: If applicable, describe how you collaborated with cross-functional teams (product, engineering, marketing) to implement your research findings.

• Tailor to Rakuten Mobile: If possible, subtly align your portfolio examples with challenges or opportunities relevant to mobile services or large-scale digital platforms.

Challenge Preparation:

• Be prepared to discuss how you would approach a specific UX research challenge for a mobile service, potentially involving new feature testing or user onboarding optimization.

• Practice articulating your thought process for introducing new research methods or operationalizing UX research within a large organization.

• Review Rakuten Mobile's current offerings and identify potential areas for UX improvement, ready to discuss how research could inform these areas.

📝 Enhancement Note: The emphasis on "introducing new research method and create new operation flow" suggests that interviewers will be keen to understand a candidate's ability to not just execute research but to innovate and operationalize it. Portfolio examples that demonstrate this proactive, process-oriented approach will be highly valued.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Familiarity with tools for conducting remote usability testing, surveys, and user interviews (e.g., UserTesting.com, Lookback, Maze, SurveyMonkey, Google Forms).

• Design & Prototyping Tools: Proficiency in industry-standard tools such as Sketch and InVision is mandatory. Experience with Figma, Adobe XD, or similar tools is also beneficial.

• Data Analysis Software: Skills in qualitative data analysis tools (e.g., Dovetail, NVivo, or advanced spreadsheet functions) and potentially basic quantitative analysis tools (e.g., Excel, Google Sheets).

Analytics & Reporting:

• Experience with web analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand user behavior in context, though direct management might be by other teams.

• Tools for creating compelling reports and presentations (e.g., PowerPoint, Google Slides, Keynote) to communicate research findings effectively. CRM & Automation:

• While not a direct CRM role, understanding how user data from CRM systems or user databases informs research is beneficial. Familiarity with how insights can feed into marketing automation or customer journey mapping tools is a plus.

• Experience with project management tools (e.g., Jira, Asana, Trello) for managing research projects and collaborating with development teams.

📝 Enhancement Note: The mandatory requirement for Sketch and InVision, alongside a general proficiency in research methods and qualitative analysis, highlights the tools and technical skills expected. The role also implies a need to understand how UX research integrates with broader marketing and product operations through analytics and project management tools.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user's needs and experience in all aspects of product and service development.

• Innovation & Improvement: A drive to continuously seek out and implement new methods, technologies, and operational flows to enhance UX and business outcomes.

• Collaboration & Diversity: Valuing diverse perspectives, international experiences, and open communication to foster a rich and productive team environment.

• Data-Driven Decision-Making: A reliance on empirical evidence and user insights to guide strategic choices and measure impact.

• Quality & Excellence: Striving for high standards in research execution, analysis, and the delivery of actionable insights that contribute to service excellence.

Collaboration Style:

• Cross-functional Integration: Active collaboration with product management, design, engineering, and marketing teams to ensure user insights are embedded throughout the product lifecycle and marketing strategies.

• Open Communication: An environment where ideas can be exchanged freely, feedback is welcomed, and constructive debate is encouraged.

• Knowledge Sharing: A culture that promotes the sharing of best practices, learnings, and methodologies across the team and with other departments.

• Process Orientation: A focus on establishing efficient and scalable processes for research, from planning and execution to reporting and impact measurement.

📝 Enhancement Note: The team culture is explicitly described as international and collaborative, with a strong emphasis on open idea exchange. This suggests an environment where proactive contributions to process improvement and methodological innovation are not just welcomed but expected.

⚡ Challenges & Growth Opportunities

Challenges:

• Introducing New Methodologies: Successfully integrating novel UX research techniques into an established organizational structure and gaining stakeholder buy-in.

• Scaling Research Operations: Developing and implementing efficient, scalable research processes within a large, complex organization like Rakuten.

• Cross-Cultural Communication: Navigating communication nuances and aligning expectations across a diverse, international team and potentially with global stakeholders.

• Demonstrating ROI: Clearly articulating and quantifying the business impact of UX research to justify investment and secure resources.

Learning & Development Opportunities:

• Methodological Specialization: Opportunity to deep-dive into advanced UX research techniques and potentially become a subject matter expert.

• Process Design & Optimization: Develop skills in designing, documenting, and improving operational workflows for research functions.

• Leadership & Mentorship: Potential to mentor junior researchers and lead initiatives for process improvement and methodological adoption.

• Industry Exposure: Engage with Rakuten's broad range of services, gaining insights into diverse user needs and market dynamics across different industries.

• International Business Acumen: Enhance understanding of international business practices and cross-cultural collaboration within a global corporation.

📝 Enhancement Note: The job description's call for individuals who want to "introduce new research method and create new operation flow" directly points to the primary growth opportunity: shaping and optimizing the UX research function. This challenge is also a significant growth area for ambitious operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you introduced a new UX research method or process into an organization. What were the challenges, and how did you overcome them?" (Focus on your ability to drive operational change).

• "How would you approach establishing a user journey map for a critical Rakuten Mobile service, considering potential data limitations or diverse user segments?" (Demonstrate your strategic thinking and process design).

• "Imagine you need to present the ROI of UX research to a non-technical marketing executive. What key metrics and communication strategies would you employ?" (Highlight your business acumen and ability to translate research into business value). Company & Culture Questions:

• "What interests you about Rakuten's mission and its diverse ecosystem of services, particularly Rakuten Mobile?" (Show your research into the company and its strategic direction).

• "Our team is highly international. How do you leverage diverse perspectives in your research process and collaboration?" (Prepare examples of effective cross-cultural teamwork).

• "How do you stay updated on the latest UX trends and incorporate them into your work and team processes?" (Demonstrate your passion for UX and continuous learning). Portfolio Presentation Strategy:

• Narrative Flow: Structure your presentation around a clear narrative: the problem, your approach (methodology), your findings (insights), and the impact (recommendations/results).

• Visual Clarity: Use compelling visuals – screenshots, diagrams, user quotes – to illustrate your points. Ensure your artifacts (personas, journey maps) are well-designed and easy to understand.

• Focus on Process & Operations: Emphasize how you conducted the research and how your findings were operationalized or led to process changes. This is key given the role's description.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your research and its contribution to business goals.

• Conciseness: Be mindful of time. Practice your presentation to ensure it is informative yet efficient, leaving time for Q&A.

📝 Enhancement Note: Given the explicit mention of introducing new methods and operational flows, interview preparation should heavily emphasize a candidate's ability to innovate, implement, and manage processes within a large organizational context. Portfolio presentations that highlight this aspect will be particularly impactful.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link, ensuring your resume and any supporting documents are up-to-date and tailored to the role.

• Portfolio Customization: Select 2-3 key projects that best showcase your end-to-end UX research process, your ability to derive actionable insights, and most importantly, your experience in defining or improving research operations and workflows. Emphasize projects where you introduced new methods or optimized existing processes.

• Resume Optimization: Clearly highlight your experience with mandatory qualifications (usability testing, user interviews, qualitative analysis, Sketch, InVision) and any desired qualifications (process establishment, project management in large organizations). Use keywords from the job description such as "UX Research," "User-Centered Approaches," "Qualitative Data Analysis," and "Operational Flows."

• Interview Preparation: Practice articulating your experience with specific examples, especially those demonstrating initiative in process improvement and cross-functional collaboration. Be ready to discuss your understanding of Rakuten Mobile's services and how UX research can contribute to their success. Prepare questions that show your engagement with the role's strategic and operational aspects.

• Company Research: Familiarize yourself with Rakuten's business model, its various services (especially Rakuten Mobile), and its stated corporate values. Understand how the Marketing Division and UX Strategy Section fit into the broader organization's goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

---