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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In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences

As an CX & Relationship Learning & Development Sr. Analyst, you will work closely with the CX & Relationship – Service Delivery team the Spanish Speaking LATAM region managing our BPOs. You will work aiming to improve our Customer Service Experience in Mexico where DiDi has venture to offer financial culture and you will have the opportunity to learn from experienced professionals in the field, contribute to ongoing projects, and collaborate with a team of dedicated individuals who are passionate about Customer Experience.

• Tracking KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
• Engaging with all analysts, internal and external, and make everyone's life easier every day.
• Generating insights, review and continually improve processes and tools that directly impact the experience of our users.
• Creating, developing and testing experiences in order to pursuit excellence.
• Interacting with other areas and teams, seeking to anticipate possible points of friction and know how to position themselves for the good of the team and our users; Validate all reports from BPO (Efficiency).
• Overviewing content creation process to deliver best quality for BPO onboarding and contineous improvement plans.
• Managing and improve BPO employees on boarding curricula. 

The successful applicant:

• Currently studying marketing or administrative driven related fields. (Marketing, Business Administration, Design).
• Microsoft Suit knowledge and management.
• Adobe Suit knowledge and management (desirable)
• Intermediate English Level.
• Excellent oral and written communication skills.
• Effective management and organization skills.
• Able to look at content for corrections and upgrades.
• Resilient, able to work in a very dynamic, fast and highly motivated environment to deliver a memorable customer experience.

Experience in customer service areas. 

• 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