CX Governance Sr Manager

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.

For more information, please visit:

#LI-Hybrid

Our international Customer Experience (CX IBG) 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 Governance Senior Manager works with CX Senior Leadership to align the CX Global Strategy, key objectives, ensure the execution of the strategy, and support key projects to achieve our goals.

This role will conduct strategic planning, risk assessment, and resource allocation for sustainable practices and technological innovation to ensure efficient and reliable service delivery. Being curious, proactive, and extremely organized will lead you to success in this fast-paced environment.

Foster a strong culture of Performance Management across DiDi by guiding the definition of ambitious and realistic objectives to ensure the disciplined execution of projects and initiatives and deliver the expected results.

Responsible for leading the CX Governance team and monitoring the day-to-day execution of our business operations and key transformational projects. For that, you need to act on 4 pillars:

Strategic Planning and Deployment:

• Contribute with Leadership to create the Strategic Planning gathering insights and research to drive decisions and define priorities.
• Engage with team leaders to collaboratively define and develop relevant, measurable, and achievable KPIs that align with strategic business objectives, support decision-making, and drive continuous improvement.
• Ensure the projects and initiatives have a clear impact calculated for clear prioritization.
• Ensure cross-validation between stakeholders for OKR setting and Cascading.
• Work as a facilitator, engaging with different teams in actions impacting performance that require multiple areas of involvement.
• Work collaboratively with the Strategy and Planning & Control team to find the best approach for strategic timelines, budget governance, and initiative prioritization.

Strategic Projects and Performance Tracking:

• Support on Project Management setup, capabilities, and best practices.
• Manage strategic CX projects (monitoring progress and results, solving problems, managing new project requests from local teams, and managing project resource allocation).
• Track and assure initiative delivery processes, challenging the team when initiatives are not driven to the required outcome.
• Lead and challenge Business Units on their performance results, delivering speed.
• Monitoring of strategic indicators through reports and meeting cadences to escalate risks and support the removal of roadblocks across areas.
• Deliver the OKRs results for two performance cycles along the year.
• Lead a team of Business Partners to the Business Units that also act as a PMO, overseeing project timelines, resource allocation, and ensuring alignment with organizational objectives.
• Act collaboratively and ensure alignment with Headquarters PMO.

Agendas:

• Oversee and maintain the CX Governance Calendar
• Schedule and organize performance discussion events and communicate timelines.
• Establish processes to effectively communicate CX insights to relevant stakeholders through appropriate channels and regular rituals.

Process Management:

• Ensure internal processes are being followed through Health Checks and Reports.
• Support on target setting both OKRs and projects to ensure relevance to the strategy outcomes expected.
• Manage a pipeline of process improvement and map opportunities for documentation (new processes and playbooks).
• Manage Request Flow System.
• Benchmark opportunities for efficiency across CX areas and governance processes to implement new ways of working.
• Design and implement rituals in management systems that provide efficient and pragmatic discussion and decision-making.
• Ensure time allocated is done based on impact, both direct reports and stakeholders

• Bachelor's Degree in Economics/Management/Engineering
• Minimum 8+ years of work experience in related areas or in professional service industries. Experience in Consulting, Strategic Planning or Tech Companies. 
• Exceptional problem solving and analytical, written and communication skills 
• Highly motivated individual with strong professional accomplishments
• Enthusiastic of OKR Framework and Performance Improvement cultures
• Data-driven approach and analytical mindset to track key performance indicators 
• Structured and analytical thinker, with excellent attention to detail
• Strong interpersonal skills, with the ability and confidence to engage and connect well with various levels in the organization
• Be able to extract decisions and clear action plans while navigate in ambiguous spaces
• Be resilient, be able to coach the team and stakeholders on best practices of stakeholder management, project management, conflict management and strategic thinking
• Be curious, seek continuous improvements and have the ownership to make that happen
• Maintain a proactive approach to keep the CX team on right pace
• Strong English language and sharp communication skills, oral and written
• Plus, know how to manage projects in Monday System

• 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.

At DiDi, we believe that our differences are our biggest source of strength. That's why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on