Loyalty & Engagement Analyst

Company Overview: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.Team Overview:In this role you will be able to evolve within the lifecycle management team of Didi credit card users.You will be part of the nurturing and advocacy phases of the users journey and will be in charge of the design, develop and implementation of tools, strategies and campaigns that will engage our users with the productPersonalized & educational communications, customer experience journeys and priority service design, customer behaviors understanding, benchmarks and research are some of the scopes that you will be focusing on.Role Responsibilities:- Customer Journeys mapping for a better understanding of the customer's pain points- Customer Priority Service designing tools for a better customer service within our CX team- Drive analysis, Designing and leading projects to inform important strategic decisions that improve the support experience for our cardholders- Build and explore external benchmarks and best practices to evolve our CX.- Play a role in identifying opportunities to improve business critical, end-to-end processes- Work closely with the CX and commercial leads to prioritize goals and activities- Partner with our customer-facing CX teams to deliver incredible customer and business impact by supporting them to optimize the entire renewal journey- Program Design:shaping customer feedback programs based on industry trends.- Customer behaviours analysis and research to Build strong relationships with them, understanding their goals, and acting as a trusted credit card advisor.- Ensuring project goals align with both customer and Didicard team objectives.Role Qualifications:- Bachelor's degree- Working experience 3+ years- Strong ability to face and adapt to challenges- Strong prioritization skills with the ability to be proactive- Collaboration & negotiation skills- Proficient written and verbal English communication- Desire to improve processes and work through ambiguity- Experience in strategy, bank or fintech, customer service, technology, sales, customer success, or an equivalent field would be beneficialEEO Statement:- 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.**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.**_