DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

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The CX Ops Analyst is responsible for managing and improving the customer experience, supporting Specialists and Managers in tactical and operational activities.

1. Conduct customer journey mapping, identifying pain points, opportunities, and insights;
2. Analyze the impact of new projects or features on customer service processes and overall customer experience;
3. Map the workflow of customer service processes;
4. Create and ensure the maintenance of documents used by the customer service teams (Flowcharts, SOPs, FAQs, Macros);
5. Perform necessary configurations in ours systems;
6. Develop Q&As to support frontline teams in handling customer inquiries, ensuring necessary approvals when required;
7. Prepare and request communications to ensure the frontline always receives relevant information and updates for service delivery;
8. Monitor experience indicators and conduct targeted analyses to identify improvement opportunities through the application of specific methodologies;
9. Conduct ad-hoc deep-dives to monitor specific events or upon demand from client areas;
10. Establish connections with frontline teams to understand and support their specific needs;
11. Generate action plan recommendations and monitor their execution;
12. Lead CX projects, with support from Specialists or managers;
13. Prepare feedback reports for the business (VOC).

1. Completed higher education
2. Advanced English;
3. Spanish (a plus)
4. More than 1 year of experience in CX and/or Fintech
5. Experience in process management and application of continuous improvement tools;
6. Experience in data analysis and production of analytical and managerial reports;
7. Basic knowledge of project management; (both agile and traditional methodologies)
8. High proficiency in oral and written communication;
9. Ability to conduct basic statistical data analysis;
10. Sense of urgency and flexibility.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms