Customer Experience Intelligence Senior Analyst
hace 2 días

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

Tens of millions of drivers who find flexible work opportunities on the DiDi platform provide 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, 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 ecosystem for cities of future.

For more information, please visit : The CX Intelligence SR Analyst will be responsible to support the CX Manager, generating reports using SQL from all Food processes handled by Customer Service as a result of all transactions from the Food delivery and its transactions.

The CX Intelligence Sr Analyst needs to objectively support all VoC + CS strategies generating all BI information in order to identify processes improvements and efficiencies that as a result, may positively impacts all CS transactions.

What You’ll Do

  • Conduct high value analyzes with Customer Experience data to generate optimization and improvement of products and services as well as direct business strategies.
  • Create insightful analysis, reports and dashboards to support and lead strategic decisions for the customer service.
  • Work very close with other business areas on those identified service or process gaps that impacts the Customer Service operation and gain efficiency within all the food service and processes.
  • 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.
  • 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
  • Examine existing and future business processes and work with internal groups globally to drive / assist in continuous improvement.
  • Recognize and address organizational barriers to ensure the future success of ongoing improvement programs and projects.
  • Coordinate focus group and researches to bring the voice of the customer inside the company.
  • What You’ll Need :

  • Mandatory fluent English & Spanish (Chinese is a plus)
  • 5 years of relevant work experience in management consulting, operations, customer service or business development (preferred Internet & Consulting with Customer Service background)
  • 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 translating raw data into relevant actionable improvements
  • Curious about the details on how the business operate
  • Strong analytical and critical thinking skills
  • Ability to think strategically and execute tactically, and persistent attention to detail.
  • Advanced in Powerpoint or other presentation tools and in Excel or other data management tools
  • Knowledge of SQL language (Mandatory)
  • Experience with continuous improvement methodologies (Black / Green Belt certification is preferred)
  • What we really want to see in you :

  • Data, data and more data! - Come with examples and show us with hard driven facts what you have accomplished in the past using SQL and other programming languages.
  • 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!
  • Please, submit your resume in ENGLISH!

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