CX Operations Sr Specialist

Company Overview

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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Team Overview

The Senior CX Ops Specialist is responsible for designing and managing the service and customer experience framework. Additionally, they lead CX projects, ensure the progress of OKRs under their responsibility, and support the technical development of CX Fintech Team.

Role Responsibilities

Fintech Management:Define processes and monitoring methods for continuous improvement of key experience and efficiency KPIs;Conduct targeted analyses to identify opportunities for experience and efficiency improvements through the application of specific methodologies;Generate action plan recommendations and track their execution;Prioritize tasks within the workstream under your responsibility, ensuring deliveries and reporting progress/blockers;Ensure the maintenance of documents used by customer service teams (Flowcharts, SOPs, FAQs, Macros);Establish processes and governance with frontline teams to ensure that operational insights are captured and incorporated into continuous improvement processes;Ensure that documents used by customer service teams meet business requirements;Establish governance with leadership from other business areas to understand and support their needs;Prepare feedback reports for the business and establish governance to disseminate the "Voice of the Customer" across other business areas;Lead forums on customer experience opportunities and improvements;Lead strategic projects within Fintech;Lead cross-functional projects;Work alongside other specialists and workstreams to share best practices;Assist in the technical development of the team.

Customer Experience Management:

• Map the customer journey, identifying pain points, opportunities, and insights;
• Conduct end-to-end business process flow mapping;
• Analyze the impacts of new projects or features on customer service processes and overall customer experience;
• Map the customer service process flow;
• Structure and oversee the implementation of solutions to enhance customer experience;
• Interact with the Product and Product CS teams, writing BRDs and advocating for features based on business data and customer experience needs.

Role Qualifications

Requirements:Education: Bachelor’s degree (mandatory); Postgraduate degree (preferred).Languages: Advanced English; Spanish is a plus.Experience:Minimum 2 years of experience in customer experience/customer service-related roles.Experience leading cross-functional projects.Experience in process management and application of continuous improvement tools.Six Sigma certification is a plus.Project management certification (PMBOK or Agile) is a plus.Knowledge in Financial Business.Technical Skills:Continuos Improvement.Advanced Google Sheets/Excel.Visio/flows.IA - GPT is a plus.Key Competencies:Lead by example leadership skills.Strong communication skills.Ability to manage complex prioritization.Proficiency in data and statistical analysis.Conflict management, stakeholders management and negotiation skills.

EEO Statement

• 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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