Cx & Relationship Sr 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:
**As a CX & Relationship Sr Analyst you will be working directly with the CX & Relationship Manager for the Spanish Speaking LATAM region managing our various BPOs. You will work every day to improve our Customer Service Experience in 9 of the countries where DiDi has services in Latin America. You will be part of a team of CX & Relationship Sr Analysts who support the region for Rides services are eager to welcome you to the team You will collaborate to achieve our results and DiDi´s high performance standards.**

Role Responsibilities:
**As a CX & Relationship Sr Analyst you will be**:

- Responsible for the day to day communication between DiDi and Vendors (BPO) replicating our culture and values.
- Track KPIs from the Customer Experience operation and ensure everything is working to our expected (very high) standards.
- Ensure our customers' experience in our service channels, as it was designed to be.
- Engage with all analysts, internal and external, and make everyone's life easier every day.
- Generate insights, review and continually improve processes and tools that directly impact the experience of our users.
- Create, develop and test experiences in order to pursuit excellence.
- Interact with other areas and teams, seeking to anticipate possible points of friction and know how to position themselves for the good of the team and our users;
- Implement, execute follow ups and track the results of incentive and recognition campaigns.
- Validate all reports from BPO (Efficiency and Cost).

Role Qualifications:
**The successful applicant**:

- Bachelor’s degree (required).
- Advanced / Fluent English.
- Experience in Customer Service / Experience areas. (BPO Operations management)
- Ability to interact and influence internal and external partners.
- Effective time and team management and organization skills.
- Excellent oral and written communication skills.
- Ability to look at results, analyze data, participate on decision making.
- Resilient, able to work in a HIGHLY DYNAMIC, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external stakeholders.

EEO Statement:
**You'll love working at DiDi because**
- 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.