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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Our role and responsibilities are the key to delivering a great customer experience. By joining the experience strategy team you will be in charge of working with multiple business stakeholders to deploy cross-functional projects, analyses and solutions-oriented to improve our users' experience as well as drive efficiency for our business, generating impact for millions of people! You will be accountable for the continuous improvement process in CX and at the same time responsible for driving data analysis and data management of CX. High speed towards implementation and constant learning will be a key part of this journey.
Diversity goes beyond ethnic, physical, sexual, sensory, and gender differences! Our goal is to cultivate an inclusive environment by focusing on high performance and valuing diversity in our work environment. We respect and value the differences! Come and be part of a diverse environment where your ideas and opinions will always be heard. Inclusion and diversity are in our recruitment principles.
A CX Ops manager will be responsible for driving the market CX strategy, including data collection, market research, and performance improvement initiatives. S/He collaborates closely with the regional team to prepare strategic plans and ensure alignment with global objectives. Additionally, will lead strategic projects for the market/region, focusing on enhancing customer experience and operational efficiency. Your responsibilities:
Experience in Customer Experience process optimization across the entire life cycle of process improvement through the application of industry-standard methodologies (lean, 6-sigma, Customer Journey Mapping, Service Design, and the like)
An analytical solutions-focused problem-solver with a high attention to detail;
Effectively break down complex problems into manageable components and use analytical reasoning to derive solutions.
Strong stakeholder management and negotiation skills
Exceptional communication skills, both written and verbal;
Fluent in English;
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
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