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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#LI-Hybrid

The Community & Retail Ops Sr Analyst will be responsible for leading projects in order to build the long term capabilities for customer experience retail operations, in all regions in IBG (International Business Group). This role involves understanding the customer journey, ensuring continuous improvement, leading projects to enhance efficiency, and ensuring that customer-centric solutions are integrated into the retail experience.

• Leading continuous improvement and capability building initiatives for Retail operations;
• Mapping and defining global standards for Retail services; 
• Implementing processes for the continuous review and optimization of existing and newly created services.
• Managing the process of ideating, developing, and launching new services, from concept to implementation.
• Collecting the best practice and assist each region/country CX team to follow it,
• Conducting analyses of different databases, as well as investigate directly on the frontline, to identify opportunities for improvement in the processes and services;
• Maping risks and plan how to mitigate as well as how to handle unforeseen risks;
• Working with multifunctional teams in order to improve customer experience and reach operational excellence;

• 3+ years’ work experience in service development, innovation or project management. Previous experience in a service-based industry is a plus;
• Experience in consultancy, analytical role, strategy, customer service in a high-volume and extremely fast-paced environment;
• Bachelor’s degree or above. Master in Project Management or Process Management is a plus.
• Fluent English, both written and spoken; This position requires daily interactions with other countries and cultures.
• Strong analytical and critical thinking skills​;
• Strong proficiency in Lean Six Sigma tools and techniques, such as DMAIC, Kaizen, 5S, value stream mapping, etc. Lean Six Sigma Green Belt or Black Belt is a plus;
• Solid experience with project management techniques, such as agile methodology, lean project management, waterfall and scrum​;
• Must be customer focused and possess the ability to develop creative solutions to a variety of complex problems;
• Ability to lead and influence teams across different functions, driving collaboration and engagement;
• Must be able to work with minimal supervision, multitask, and prioritize own work to meet deadlines;

• 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