CX Governance Sr Manager

Overview

DiDi Global Inc. is the world’s leading mobility technology platform offering a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, such as 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 and is committed to collaborating with policymakers, the taxi industry, the automobile industry and communities to solve transportation, environmental and employment challenges through AI technology and localized smart transportation innovations.

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About the Team/Role: Our international Customer Experience (CX IBG) is key to delivering a great journey to all customers. Our team is dynamic, multicultural, diverse, and focused on delivering WOW service to clients worldwide.

• Lead the CX Governance team and monitor day-to-day execution of business operations and key transformational projects.
• Act on four pillars: strategic planning and deployment; strategic projects and performance tracking; agendas; and process management.
• Strategic Planning and Deployment: collaborate with leadership to create strategic planning, define priorities, and develop relevant, measurable KPIs; ensure clear impact for prioritization; validate OKRs and cascading across stakeholders; facilitate cross-team actions impacting performance; collaborate with Strategy and Planning & Control to align timelines, budget governance, and initiative prioritization.
• Strategic Projects and Performance Tracking: implement project management practices; manage strategic CX projects (progress, problem-solving, new requests, resource allocation); track initiative delivery and challenge teams to achieve outcomes; drive performance across Business Units and report on strategic indicators; deliver OKRs for two performance cycles; lead a PMO-like team of Business Partners aligned with Headquarters PMO.
• Agendas: oversee the CX Governance Calendar; organize performance discussions and timelines; communicate CX insights to stakeholders through appropriate channels and rituals.
• Process Management: ensure internal processes are followed via health checks and reports; support target setting for OKRs and projects; manage process improvement pipeline and documentation; manage the Request Flow System; benchmark opportunities for efficiency; design rituals in management systems for effective decision-making.
• Ensure time allocation is based on impact for direct reports and stakeholders.

• Bachelor's Degree in Economics/Management/Engineering
• Minimum 8+ years of experience in related areas or professional services (Consulting, Strategic Planning, or Tech Companies)
• Exceptional problem-solving, analytical, written and verbal communication skills
• Data-driven with strong ability to track KPIs
• Structured, detail-oriented thinker with strong interpersonal skills across organizational levels
• Ability to extract decisions and create clear action plans in ambiguous spaces
• Resilient with coaching ability in stakeholder and project management, conflict management, and strategic thinking
• Curiosity and ownership to drive continuous improvement; proactive in keeping the CX team on pace
• Strong English language skills, both oral and written
• Experience managing projects in Monday System (preferred)

• We create user value: focus on innovative, safe, pleasant, and efficient experiences for users
• We are data-driven: informed decision-making through valuable metrics
• Win-win collaboration: teamwork that aims for mutual success with candor and excellence
• Integrity: doing the right thing with sincerity and respect
• Growth: continuous improvement and learning
• Diversity and Inclusion: diverse, inclusive environment with a governance Diversity Committee and multiple identity groups; this position is open to everyone, including pregnant people and people with disabilities

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