Cx Excellence Senior 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.
LI-Hybrid
Team Overview:
Our team is a global Center of Excellence for Customer Experience, dedicated to empowering CX teams with the skills, strategies, and tools to operate effectively, drive innovation, and position experience as a competitive advantage. By fostering best practices, developing capabilities, and enabling cross-functional collaboration, we ensure that CX remains a key differentiator, delivering exceptional value to both customers and the business.
Role Responsibilities:
As a CX Senior Analyst, you will lead capability programs, process design, and continuous improvements for Channel Strategy and Capabilities within a global CX team. This role involves developing frameworks, optimizing cross-functional collaboration, and ensuring best practices to enhance customer interactions across multiple touchpoints. You will drive strategic initiatives, leverage data-driven insights, and enable teams worldwide to deliver seamless, innovative, and customer-centric experiences.
Role Qualifications:
- **Strategic Thinking & Problem-Solving** - Ability to design and improve CX capabilities by developing frameworks, optimizing processes, and aligning initiatives with business goals.
- **Data-Driven Decision-Making** - Proficiency in analyzing customer data, interpreting insights, and leveraging analytics to enhance channel strategy and improve customer interactions.
- **Cross-Functional Collaboration** - Strong stakeholder management skills to work effectively with global teams, ensuring alignment across different functions and driving CX excellence.
- **Process Optimization & Innovation** - Experience in designing, implementing, and refining scalable CX programs and processes that improve efficiency and customer engagement.
- **Customer-Centric Mindset** - Deep understanding of customer behaviors, expectations, and needs to create innovative solutions that enhance the overall experience and drive competitive advantage.
- **Previous knowledge on parameter development, system or channel strategy and configuration** is a plus.
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.
**_

---