Cx Planning

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:
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

DiDi is a key to deliver a great journey to all customers. Our team is dynamic, multicultural, diverse and full of passionate people located in Latin America whose mission is to deliver a WOW service to our clients.

The CX Planning & Control Sr Analyst will work in DiDi’s Customer Experience Global Strategy division and be allocated in the CX Planning & Control Team.

In this position, you will be responsible for connecting and supporting the CX IBG Mobility teams working with Service Excellence and CX Ops on tracking their financial efficiency and on making decisions to optimize resource allocation to deliver the best Cost per Contact possible in the BU.

Role Responsibilities:

- Track P&C Planning & Analysis managerial reports and share insights with the CX IBG mobility teams on root cause analysis
- Create insightful analysis and action plans to drive Cost per Contact improvement across the different BUs
- Build a positive relationship with CX Ops & Service Delivery teams to become an effective partner to support and drive their decision making process ensuring optimal resource utilization
- Be an internal influencer towards Agile methodologies
- Be a reference in structured analytical thinking, inspiring teams to be more data-driven

Role Qualifications:

- All academic backgrounds welcomed
- At least 5 years of experience working with planning related experience. Customer Experience background is a plus
- Experience in BI, Strategic Planning, FP&A, Consulting or Start-up
- Very skilled MS Excel and/or Google Sheets user
- Fluency in English (constant interactions with English speaking teammates in around the world
- Creative problem-solving and analytical thinking
- Excellent communication and organizational skills
- Experience with direct leadership or interest to develop this skill very quickly
- Full ownership mindset: you will be responsible and accountable for all initiatives led by you
- Agility: critical requirement in our industry, but you will need to balance speed with a structural and concise perspective to execute in an efficient way

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, 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.

**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 in