■Recruitment Background
The Fast Retailing Group operates under the management philosophy that “meets customer needs and creates new customers,” which is enshrined as the first principle of our corporate philosophy. To realize this, we base all our transformations and decision-making on customer feedback. The Customer Center is the department that directly engages with this feedback, which comes from customers around the world.Precisely because this is such a critical organization, we have positioned it directly under senior management and operate it entirely in-house. This allows our employees to hear customer feedback firsthand, relay it promptly to executives and relevant departments, and foster an environment where management decisions are driven by customer insights.
While the foundation for incorporating customer feedback into management is taking shape, we are seeking individuals who can join us in accelerating the identification of challenges, the development of new products, and service improvements.

■ Department Overview
・As an organization that embodies our management philosophy, the Customer Center’s mission is to “lead transformation as the representative of customers worldwide to deeply understand them and deliver optimal service.”To achieve this, the department consists of three teams: (1) the Call Center Team, which engages directly with customers to understand their concerns and needs; (2) the Transformation Promotion Team, which comprehensively identifies challenges and opportunities based on call center interactions, e-commerce product reviews, in-store feedback, and social media comments, and incorporates these insights into company-wide decision-making; and (3) the CS Infrastructure Team, which is responsible for building the systems and infrastructure necessary for these two roles to operate efficiently and continuously.This opening is for a position on the Transformation Promotion Team (2), specifically within the “Product Development” domain—the core of UNIQLO’s business.
・Since UNIQLO Japan serves as the Global Headquarters (GHQ), you will be expected to identify various challenges based on customer feedback gathered from more than 20 countries and regions, and lead the development and improvement of products and services.

■ Job Description
・You will engage with each piece of customer feedback received daily and use a customer-centric approach to inform decision-making in UNIQLO’s product development. After joining the company, you will serve as the lead for one of UNIQLO’s product categories—such as Women’s, Men’s, or Kids’—and take end-to-end responsibility for the entire process, from identifying challenges to implementing improvements.
・In addition to diverse customer touchpoints (inquiries, reviews, behavior, feedback from stores, etc.), you will integrate external information such as market trends and developments to identify not only explicit needs but also latent needs. You will conduct the entire process—from designing research to conducting interviews—to validate these needs. From there, you will identify challenges, facilitate discussions and proposals with relevant internal departments, engage diverse stakeholders, and ultimately ensure that these insights are reflected in executive decision-making.
・You will be responsible for the category on a global scale.
・In addition to your category responsibilities, you will also lead global cross-functional projects tailored to the challenges at hand.

Examples of Past Initiatives
(1) Incorporation into Product Development and Improvement
・Developed the new “Soufflé Yarn” material by compiling and analyzing customer complaints regarding fabric and comfort → Collaborated with the Product Development Department to address feedback about “itchiness”
・Proposed updates to staple products → Led improvements to Airism underwear specifications (length, neckline, functionality) and a reevaluation of the key selling points for HEATTECH Cashmere
(2) Improving the In-Store Experience
・Based on feedback regarding stress during store visits, we introduced self-checkout systems and improved fitting room specifications
・Identified complaints about the in-store environment as a company-wide issue and carried out air conditioning inspections and repairs at all stores
(3) Improving the e-commerce and digital experience
・Systematically analyzed inconveniences encountered during e-commerce use and led efforts to improve functionality
・Improved the pre-order sales system
・Enhanced display of similar and successor products
・Introduced a status display that shows order status at a glance
・Implementation of an online-only exchange request feature, etc.

■Career Path
・By listening directly to “customer feedback,” you will deepen your understanding of UNIQLO’s business itself. Building on the achievements of driving transformation with management involvement, you will have the opportunity to take on new challenges, such as transferring to departments more closely involved in business operations.
・Furthermore, as UNIQLO expands globally, you will have opportunities to collaborate with overseas offices, engage in global product development, and gather customer feedback, with the potential to work at one of our overseas locations.

■ Required Experience, Skills, and Abilities: All of the following are mandatory
・Experience in formulating hypotheses from a customer perspective regarding challenges and expected outcomes, delving deeper through information gathering and analysis, and engaging others to drive solutions or develop new opportunities
・Experience in balancing the interests of diverse stakeholders and persistently and proactively driving initiatives forward, even when progress did not go as planned
・A professional ethos centered on improving society through your work and providing better products and services to people around the world
・The ability to integrate diverse customer touchpoints (inquiries, reviews, behavior, feedback from stores, etc.) with external information such as market trends and developments, and to construct and verify hypotheses—based on both quantitative and qualitative evidence—that address not only explicit needs but also latent needs and early indicators

■ Desirable Experience, Skills, and Abilities
・An interest in the apparel business (understanding what products and services customers seek) and the motivation to take the initiative and drive projects forward
・Experience leading projects on a global scale
・Experience leading the entire process—from design and implementation to analysis and feedback—of quantitative surveys that support management and product development decision-making based on data
・Business-level English proficiency (sufficient for daily conversation, email, and meetings)

■Company Name
UNIQLO Co., Ltd.

■Employment Type
Full-time Employee (Permanent position, with a 3-month probationary period)

■Annual Salary
・Annual Salary Range: 7.2–13.14 million yen (Monthly Salary: 450,000–730,000 yen)
・Allowances: Commuting allowance; overtime pay provided based on grade
・Bonuses: Semi-annual bonuses twice a year; year-end bonus (eligibility and amount determined based on company performance and performance evaluations)
・Promotions twice a year (determined based on performance evaluations)
*Salary will be determined based on our company regulations, taking into account your previous annual income and experience, and is not limited to the figures listed above.

■ Working Hours
Flexible work hours or managerial/supervisory position
・Flexible Work Hours System: Standard daily working hours of 8 hours, 1-hour break, core hours from 9:00 AM to 2:00 PM, flexible hours from 6:00 AM to 9:00 AM and 2:00 PM to 8:00 PM; overtime work may be required
・Supervisory staff: Working hours are generally based on the department’s schedule and are left to the employee’s discretion

■ Days Off and Leave
Two days off per week (Saturdays and Sundays; public holidays are workdays), special leave (8 days granted per half-year, separate from paid vacation), paid vacation, and leave for weddings and funerals

■Insurance Coverage
Social Insurance (Health Insurance, Employees’ Pension Insurance, Employment Insurance, Workers’ Compensation Insurance, Long-Term Care Insurance)

■Employee Benefits
Employee Stock Ownership Plan, Mutual Aid Association, 401(k), Partnered Employee Benefit Programs, Employee Discounts, Cafeteria, Dedicated Shuttle Bus (for commuting to the Ariake Office)

■ Other
・Our company actively recruits mid-career professionals across various group companies (Fast Retailing, UNIQLO, GU, etc.). We would appreciate it if you could review the information below and consider applying.
- You may apply to multiple companies within the Fast Retailing Group simultaneously. However, please note that even if the selection process proceeds at multiple companies, you can only advance to the final selection stage for one position at a time.
- Based on your submitted resume and interview evaluations, we may suggest other companies or positions within the Fast Retailing Group.
・Secondhand Smoke Policy: As a general rule, smoking is prohibited on company premises and indoors; we do not have designated smoking rooms. (Smoking is prohibited during working hours, including break times.)

Ariake Headquarters: 1-6-7 Ariake, Koto-ku, Tokyo, UNIQLO CITY
*Your location may be changed to a location designated by the company, including overseas locations.