CX Strategic & Data Senior Manager ()
Cuidad Mexico, Mexico
hace 3 días

Didi Chuxing ( DiDi ) is the world’s leading mobile transportation and convenience platform. The company offers a full range of app-based transportation and life services for over 550 million users across Asia, Latin America, Australia, and Russia, including Taxi, Express, Premier, Luxe, Bus, Designated Driving, Enterprise Solutions, Bike Sharing, E-bike Sharing, Automobile Solutions, Food Delivery, and Payment.

Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide over 10 billion passenger trips a year.

DiDi is committed to collaborating with policymakers, the taxi industry, the automobile industry, and communities to solve the world’s transportation, and environmental, and employment challenges with localized smart transportation innovations by leveraging its AI capabilities.

By continuously improving user experience and creating social value, DiDi strives to build a safe, inclusive, and sustainable mobile transportation and convenience ecosystem for cities of the future.

DiDi uses technology to improve mobility in our world. As such, we always look for people from every background who want to support our vision, through equal opportunity and nondiscriminatory, fair and impartial treatment, completely free of prejudice related to race, nationality, religion, gender, ethnicity, age, political affiliation, sexual preference, marital status, disabilities or family responsibilities.

For more information, please visit : About the role : The CXI Senior Manager will be responsible to support the CX Ops BIE Food team and other food areas with a complete set of dashboards, reports and deep dives of cross metric analysis.

This role in addition will conduct benchmarks to prioritize and implement best practices identified in different countries, companies & cultures.

Your Responsabilities

  • CXI : Build Main CX Dashboards and insights across areas.
  • Conduct high value analyzes with Customer Experience data to generate optimization and improvement of products and services as well as direct business strategies.
  • Extract and structure several databases seeking to guarantee their integrity, quality and consistency;
  • Use of knowledge in probability and statistics, including test planning, predictive analysis and optimizations.
  • Recognize and address organizational barriers to ensure the future success of new programs and projects.
  • Analyze current KPI’s for CX, generating insights and acting in the main opportunities and ensuring that we are reaching high customer satisfaction rate according to their inputs
  • Manage a high-performance team in order to achieve companies target with less effort
  • Coordinate focus group and researches to bring the voice of the customer inside the company
  • Continuously benchmark our product and services against different companies, ID and prioritize each area of improvement found
  • Coordinate focus group and researches to bring the voice of the customer inside the company
  • Report to high levels about results, learnings, questions and other progress made by the area
  • The Successful Applicant

  • Mandatory fluent English & Spanish (Chinese is a plus)
  • 7 years of relevant work experience in management consulting, operations, customer service or business development (Preferred Internet & Consulting with Customer service background)
  • Deep experience with continuous improvement methodologies (Black / Green Belt certification is preferred)
  • Must be able to work with minimal supervision, self-start, multitask and prioritize own work to meet deadlines with a very hands-on mentality
  • Must be customer centric and has the ability to develop creative solutions to a variety of complex problems
  • Advanced communication skills (written and spoken)
  • Experience creating and optimizing processes
  • Experience translating raw data into relevant actionable improvements
  • Curious about the details on how the business operate
  • Strong analytical and critical thinking skills
  • Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers
  • Ability to think strategically and execute tactically, and persistent attention to detail.
  • Advanced in Power Point or other presentation tools and in Excel or other data management tools
  • What we really want to see on you

  • Data, data and more data! - Come with examples and show us with hard driven facts what you have accomplished in the past.
  • Clear examples in management roles where YOU drove change, innovated and motivated your team.
  • We need team players, not solo artists. Tell us about your team's accomplishments!
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