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.
For more information, please visit: www.didiglobal.com/news

LI-Hybrid

Team Overview:
In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers’ experience throughout their journey with the company.
We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.
We are looking for a dynamic, energetic and proactive professional who is eager to learn about our company, contribute to improve our service delivery processes and be a part of a disruptive industry.
You will be supporting the execution of strategic initiatives to build the best-in-class experience for our customers in the Groceries business across different countries. The ideal candidate will be a sharp, proactive analytical thinker and goal-oriented who excels in a collaborative, high-energy, fast-paced environment.

Role Responsibilities:

• Perform data analysis to propose business solutions
• Create and improve standard operating procedures
• Partner with cross-functional stakeholders
• Support on the execution and implementation of initiatives focused on enhancing the customer experience
• Creation of content material for presentations
• Optimize FAQ, processes and reply templates content to improve issue resolution
• Support on the analysis of performance data, measure impact to customers and internal OKRs

Role Qualifications:

• Bachelor’s degree (Engineering, Economics, Business Administration or related fields)
• Proficiency in Excel (must-have)
• Proficiency in English (must-have)
• Excellent written communication and presentation skills
• Comfort working with teams in different time zones (China and LatAm)
• Knowledge of SQL (nice to have)

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.

Role Responsibilities:

• Perform data analysis to propose business solutions
• Create and improve standard operating procedures
• Partner with cross-functional stakeholders
• Support on the execution and implementation of initiatives focused on enhancing the customer experience
• Creation of content material for presentations
• Optimize FAQ, processes and reply templates content to improve issue resolution
• Support on the analysis of performance data, measure impact to customers and internal OKR

Role Qualifications:

• Bachelor’s degree (Engineering, Economics, Business Administration or related fields)
• Proficiency in Excel (must-have)
• Proficiency in English (must-have)
• Excellent written communication and presentation skills
• Comfort working with teams in different time zones (China and LatAm)
• Knowledge of SQL (nice to have