CX & Relationship Specialist - Continuous Improvement

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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As a CX Continuous Improvement Specialist in the Service Operations team, you will play a key role in driving impactful, cross-functional improvement initiatives across multiple regions and service modalities. Your work will focus on enhancing both the quality of the user experience and the operational efficiency of our services.

You will collaborate closely with business stakeholders and leverage data to uncover pain points, design strategic solutions, and lead their scalable implementation.

You will join a dynamic and collaborative Continuous Improvement team that works across countries and departments, with a shared commitment to elevating service quality and efficiency.

This is a unique opportunity to thrive in a fast-paced environment where innovation, agility, and a customer-first mindset are at the core of everything we do.

• Support cross-functional improvement projects focused on optimizing customer service operations.

• Identify inefficiencies in current Customer Experience processes and implement solutions using Continuous Improvement methodologies and frameworks

• Analyze, validate, and coordinate the implementation of Customer Experience (CX) improvement requests related to the CX process and platforms.

• Analyze datasets to detect trends, root causes, and improvement opportunities.

• Collaborate with regional and global stakeholders across different teams and countries.

• Identify and support the implementation of system enhancements for customer support platforms.

• Document and standardize improvement projects to ensure scalability.

• Drive the continuous improvement agenda across regions, modalities, and operational teams.

Must Haves

• Bachelor's degree (required)

• Advanced English (spoken and written)

• 3+ years of experience in continuous improvement, preferably in customer experience or service operations

• Proficiency in Excel, PowerPoint, and data visualization/management tools

• Experience with Lean, Six Sigma, or other improvement methodologies

• Strong analytical, problem-solving, and communication skills

• Ability to manage multiple initiatives independently and meet deadlines

Nice to Haves

• Knowledge of CX metrics and KPIs (CSAT, AHT, TPH)

• Background in improving ticket management and escalation flows

• Strong stakeholder engagement skills across different levels

• A mindset focused on innovation, execution, and resilience

• 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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