Customer Experience Intelligence Sr. Analyst

hace 6 meses

Ciudad de México DiDi Global A tiempo completo

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 the Customer Experience area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company. We are a

In this role will will have the opportunity to become a strategic Business Partner in the creation of stakeholder value by leveraging data to deliver insightful, timely, and accurate information and recommendations that lead to customer-centric improvements in the operation of DiDi’s ridesharing business in all Latam.

Role Responsibilities:

- Understanding the information needs of CX team and other internal clients within the organization, with guidance of the leader.
- Alert the organization on relevant developments and main opportunities detected through reporting and data-driven monitoring of customer-centric KPIs.
- Generate solid data-driven recommendations that lead to actions that impact our customer’s experience
- Design of reports and alerts to facilitate access to information for internal clients within the organization.
- Continuous adjustments to reporting for adapting to emerging business needs.
- Support Business Process areas and other stakeholders to integrate user manuals of reports and required documentation to assure their correct usage.
- Train users about using reports to solve relevant business cases and promote data-driven decision making

Role Qualifications:

- At least 3 year of experience working in roles providing data-driven insights to organizations (Business Intelligence, Business Analytics, Finance, Strategic Planning, Business Consulting)
- Preferred Background: Bachelor of Engineering, Mathematics, Finance, Economics, and other affine disciplines
- Analysis and Synthesis skills
- Result Oriented
- Passion for Continuous Improvement
- Passion for numbers
- Strong business-sense
- Communication and Team Work skills
- Required: Excel, intermediate SQL, Plus: Python, R
- Fluent English speaker. Portuguese is a plus.

EEO Statement:
**You'll love working at DiDi because**
- 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.

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