Company overviewdidi 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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team overviewwe are seeking a strategic and customer-focused cx ops analyst to help shape and enhance our users' experience. In this role, you will design and optimize customer experience processes, analyze user feedback to uncover improvement opportunities, and implement best practices from diverse industries. Additionally, you will support and contribute to strategic projects while collaborating with cross-functional teams to ensure cx initiatives align with broader business objectives.
role responsibilitiesdesigning, optimizing, and standardizing customer experience processes, aligning them with best practices and market realities while fostering a culture of continuous improvement.analyzing user feedback and cx kpis to uncover improvement opportunities, generating actionable insights, and ensuring high customer satisfaction.examining existing and future business processes, working with global internal teams to drive and support continuous improvement initiatives.benchmarking products and services against competitors, identifying and prioritizing areas for improvement to stay ahead in the market.contributing to strategic projects in the customer service area by defining standards, creating playbooks, and aligning initiatives with business goals.collaborating across teams to ensure cx initiatives are effectively executed and deliver meaningful results.role qualificationsfluency in english (mandatory).1+ years of relevant work experience in management consulting, operations, customer service, or business development (preferred background in internet & consulting with customer service experience).advanced proficiency in excel, tableau, power bi, and data warehouse management.hands-on experience with continuous improvement methodologies.exceptional communication skills, both written and verbal.proven experience in creating and optimizing processes.strong analytical and critical thinking skills with a data-driven approach.a customer-centric mindset and the ability to develop creative solutions for complex problems.clear examples of management experience where you drove change, innovated, and motivated your team to succeed.a team player attitude.eeo statementwe create customer value – we strive to always create valuable experiences for our users in everything we do.we are data-driven – we are strong believers in making informed decisions.we believe in win-win collaboration – success is a team sport.we believe in integrity – integrity is at the very core of our business.we always strive to do better.we believe in diversity and inclusion – diversity is one of our biggest strengths.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.
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