Customer Experience Operations Senior Analyst

Ключевые навыки

About Us:

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 and Australia, 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, 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 future.

DiDi partners with Grab, Lyft, Ola, 99, Taxify and Careem in a global ride-hailing network that reaches over 80% of the world's population across over 1,000 cities. Currently, DiDi provides ride-hailing services in Brazil under the 99 brand, operates DiDi-branded mobility services in Mexico and Australia, and provides taxi-hailing service in Japan through a joint venture. By continuously improving user experience and creating social value, DiDi strives to build a safe, open and sustainable mobile transportation ecosystem.

Key Responsibilities:

• Lead strategic projects of customer service area
• Structure and design customer service workflow for new business using management techniques, best practices & strategy including the use of a Business Management Model (BMM);
• Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement.
• Recognizing and addressing organizational barriers to ensure the future success of ongoing improvement programs;
• Work with multifunctional teams in order to improve customer experience;
• Ensure that we are reaching high customer satisfaction rate;

• At least 2 years'work experience on the same position

  Good knowledge of 1C 8.2/8.3

• Responsible and self-motivated

• Bachelor degree or above

• Fluent English

• Partially remote work.
• Broad benefits package: health insurance, life insurance, meals, fitness, Chinese class, etc.
• 31 days paid annual leave.
• Opening a new chapter in multi-billion dollar business, ample opportunity to implement your own ideas.