Cx Ops Sr Analyst

CX Ops Sr AnalystJob Locations: MX-MEX-Mexico CityCategory: Customer ExperienceEmployee Class: RegularCompany OverviewDiDi 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: OverviewWe are looking for a dynamic, energetic team player who is eager to learn about our company and contribute to improve our experience strategy processes and be a part of a disruptive evolution of the customer experience department.You will be playing a crucial role in the strategic and operational improvement of the customer experience.This role focuses on deep data analysis, the identification of key insights, and the execution of continuous improvement projects to ensure business competitiveness and service excellence in a high-growth and constantly changing environment.Role ResponsibilitiesPerform data analysis to propose business solutionsCreate and improve standard operating proceduresPartner with cross-functional stakeholdersSupport on the execution and implementation of initiatives focused on enhancing the customer experienceCreation of content material for presentationsOptimize FAQ, processes and reply templates content to improve issue resolutionSupport on the analysis of performance data, measure impact to customers and internal OKRsRole QualificationsBachelor's degree (Engineering, Economics, Business Administration or related fields)Proficiency in excel (must-have)Proficiency in english (must-have)Excellent written communication and presentation skillsComfort working with teams in different time zones (China and Brazil)Knowledge of SQL (nice to have)EEO StatementWe 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.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.I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on