Customer Experience Intelligence Manager
2 semanas atrás
Company Overview:
If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99), meal delivery (99Food), or digital payments (99Pay).
To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.
Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.
Team Overview:
This position is to join our CX Business Insights team. You will be joining a very diverse and multinational team, that is responsible for data and insights for all our Internation Business countries, and all business lines we have. This role has the challenge to lead the "Channel Experience" pillar, the team that is responsible for developing and improving our 'channel peformance' data capabilities, making them even more useful and actionable for our key internal stakeholders.
Role Responsibilities:
- Leading 'Channel Experience' team: it is expected to do the people management of this team members, also supporting with stakeholders communication, and project management (guide to have effective backlog prioritization, support with blockers, etc)
- Responsible for channel data capabilities enhancement: it is expected that this role can improve the way we track channel data performance, guaranteeing for example the data accuracy and methodology alignment of our results, user-centric dashboards, and clear understanding from our stakeholders needs.
- Responsible for stakeholder management: it is expected to interact with our key stakeholders to collect their feedbacks and needs, provide them the necessary training to our dashboards usage, also be very connected to them, giving visibility to latest updates and future changes/developments roadmap.
- Support global squads with analysis and deep dives that will guide the teams to prioritize solutions and improvements in the customer experience.
- Generate new hypothesis about our business, through a deep understanding of the data, customer behaviour, and our product. Find root causes to be shared with key stakeholders, and support the team to connect their analysis with business events.
- Responsible for sharing key insights from CX with senior leadership.
- Support the development of new indicators to enhance business insights: methodology discussions, and stakeholder alignment.
- Support metric target definition.
Role Qualifications:
- 5+ years of experience in data analytics and business insights. 2+ years is preferred with management experience.
- Strong project management skill is mandatory. Experience with agile methodologies is preferred.
- Fluent Business English is mandatory.
- Programming-related knowledge and experience. SQL is a plus.
- Strong skills and knowledge in data visualization tools (such as Excel pivot tables, Tableau, Power BI, DataStudio)
- Knowledge in experimental design (such as A/B experiments) and statistical methods (R or basic concepts) is a plus
- Excellent oral and written communication skills. Ability to communicate findings clearly to both technical and non-technical audiences.
- Resilient, able to work in a very dynamic, fast and highly motivated
- Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
- Must be customer centric and has the ability to develop creative solutions to a variety of complex problems
- Strong stakeholder management skill is mandatory.
EEO Statement:
**You'll love working at DiDi because**
- 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,
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