Customer Experience Operations Manager

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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A CX Ops manager will drive 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, enhancing customer experience and operational efficiency. 

• Your responsibilities:
  
  

  • Permanently engage with business stakeholders to both support business initiatives and share the voice of customer/customer insights

  • Prepare voice of customer/experience reports to drive business improvement

  • Lead efforts to analyze customer feedback and market trends to propose significant product/service improvements.

  • Prepare compelling business cases to influence business stakeholders for customer experience improvement initiatives

  • Carry out analysis of the impacts of new projects or features on customer service processes and the customer experience in general;

  • Perform a deep dive into customer experience data (surveys, reviews, support tickets) to identify trends, pain points, and opportunities for improvement.

  • Leads key cross-functional projects (Product, Marketing, Engineering, Frontline teams) to understand their needs translate insights into actionable recommendations, and drive impactful execution;

  • Promote forums and rituals to foster a customer-centric culture;

  • Lead continuous improvement projects and support business growth;

  • Use various data sources and analytical tools to conduct in-depth root cause analysis of customer issues, enabling them to propose targeted improvements in products or services.

  • Analyze market trends and competition activity to drive team strategies and CX improvements.

• 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; Mandarin highly desirable.

• 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.

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