Job Description
CX & Relationship Sr Analyst
Bogota - Colombia
Customer Experience
Regular
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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.
For more information, please visit:
www.didiglobal.com/news
About the team/role
Our Customer Experience area is a key to deliver a great experience to our customers. As a CX Ops analyst you will be in charge of working with multiple business stakeholders in order to deploy cross functional projects, analysis and solutions oriented to improve our drivers experience as well drive efficiency for our business, generating impact for thousands of people! You will be accountable for the continuous improvement process in CX and at the same time responsible for drive data analysis and data management of CX. High speed towards implementation and constant learning will be key part of this journey.As a CX & Relationship Sr Analyst you will be working directly with the CX & Relationship Manager for the Spanish Speaking LATAM region managing our various BPOs. You will work every day to improve our Customer Service Experience in 9 of the countries where DiDi has services in Latin America. You will be part of a team of CX & Relationship Sr Analysts who support the region for Rides services are eager to welcome you to the team! You will collaborate to achieve our results and DiDi´s high performance standards.
As a
CX & Relationship Sr Analyst
you will be working directly with the CX & Relationship Manager for the Spanish Speaking LATAM region managing our various BPOs. You will work every day to improve our Customer Service Experience in 9 of the countries where DiDi has services in Latin America. The ideal candidate must have
strong communication, interpersonal, and analytical skills. The role involves being an outspoken advocate for the customer within DiDi.
In this role, you'll be...
Vendor Communication:
Managing day-to-day communication between DiDi and vendors (BPO), ensuring the replication of our culture and values.
KPI Tracking:
Monitoring KPIs from the Customer Experience operation, ensuring that performance meets our very high standards.
Stakeholder Engagement:
Engaging with both internal and external analysts, proactively making processes easier for everyone involved.
Process Improvement:
Generating insights and continually reviewing and improving processes and tools that directly impact user experience.
Experience Development:
Creating, developing, and testing new experiences in pursuit of excellence.
BPO Reporting:
Validating all reports from BPOs, focusing on efficiency and cost.
Cross-Functional Collaboration:
Interacting with other teams to anticipate potential friction points and positioning yourself to support the team and our users.
Incentive & Recognition Programs:
Implementing, executing follow-ups, and tracking the results of incentive and recognition campaigns.
We're eager to be in touch because you have...
Bachelor’s degree (required).
Advanced / Fluent English.
Experience in Customer Service / Experience areas. (BPO Operations management)
Ability to interact and influence internal and external partners.
Effective time and team management and organization skills.
Excellent oral and written communication skills.
Ability to look at results, analyze data, participate on decision making.
Resilient, able to work in a very dynamic, fast and highly motivated environment to deliver a memorable customer experience and support various internal and external 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.
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.
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