CX Strategy Manager

CX Strategy Manager

Sao Paulo - Brazil

Customer Experience Regular

About the company

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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About the team/role

CX IBG (our international customer experience area) is key to delivering a great journey to all customers. Our team is dynamic, multicultural, diverse, and full of passionate people whose mission is to deliver a WOW service to our clients all over the world.

The CX Global Strategy Analyst will support the CX Senior Leadership in defining the CX Global Strategy and contribute to innovative and structured projects within the department worldwide. We seek a proactive individual with strong analytical and communication skills who can analyze data, formulate and test hypotheses, generate key insights, and collaborate with stakeholders to develop impactful strategies.

In this role, you'll be...

• Support the development and implementation of strategic initiatives for the CX Team.
• Gather information from different sources and conduct market research and industry analysis for international markets.
• Conduct analysis to support executives decision-making to drive key strategic initiatives and projects.
• Build robust business cases and financial models to support strategic initiatives, including new products, market expansions, and strategic partnerships.
• Perform analysis to generate data-driven insights and actionable recommendations.
• Identify and document opportunities to optimize business processes, enhance operational efficiency, and improve customer experience
• Assist in developing and delivering presentations to stakeholders, translating data into clear, actionable insights.
• Contribute to fostering a data-driven culture internally

We're eager to be in touch because you have...

• Minimum 2-4 years of work experience in related areas or in professional service industries. Experience in Consulting, Strategic Planning, or Tech Companies is a plus.
• Strong problem-solving, written and communication skills.
• Independent, self-starter, ability to multitask.
• Good problem-solving skills and a proactive approach to identifying opportunities for improvement.
• Proficiency in Excel and PowerPoint is essential.
• Strong financial and analytical skills.
• Proficient English (oral and written) is mandatory: the position requires daily interaction with international stakeholders living in Brazil, Mexico, and abroad.
• Data-driven approach and analytical mindset to track key performance indicators.
• Proactive and hands-on attitude.
• Ability to work with and support multiple stakeholders.

You'll love working at DiDi because...

We create user 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.

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.

Growth. We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion. Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are. We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).

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