Mobility Cx Ops Service Strategy Analyst

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.

Team Overview:
Role Responsibilities:

- Execute strategic projects of customer experience department
- Structure and design customer service process accordinly to CX standarts and following BPMN methodology;
- Conduct analyses of different databases, as well as investigations directly on the frontline, to identify opportunities for improvement in the services offered.
- Examine existing and future customer service and business processes and work with internal groups globally to drive/assist in continuous improvement.
- Work with multifunctional teams in order to improve customer experience;
- Ensure that we are reaching high customer satisfaction rate;
Role Qualifications:

- Preferred degree industrial engineering, business administration and similar fields
- 1+ years’ work experience in process improvement roles
- Advanced English and Spanish
- Experience with continuous improvement methodologies.
- Must be customer oriented and possess the ability to develop creative solutions to a variety of complex problems.
- Strong analytical and critical thinking skills;
- Ability to guide peers in creating and executing the best solutions for the business, partners and consumers;
- Ability to think strategically and execute tactically, and a persistent attention to detail;
- Advanced in Power Point or other presentation tools and in Excel or other data management tools

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.**

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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