Cx Data Analyst Intern

hace 4 semanas

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:
The Customer Experience department in DiDi is a key to deliver a great journey to all customers. Our team is dynamic, multicultural, diverse and full of passionate people located all over the world whose mission is to take care of people to build trust through incredible experiences and efficient technology.

Role Responsibilities:

- Deep dive in customer service interactions to identify qualitative insights and improvement opportunities
- Monitor key CX metrics during new launches, compiling relevant feedback from the customer to present to internal stakeholders
- Identify key Customer Service contact reasons, propose and evaluate alternatives for improvement, including the running of surveys, focus groups and A/B tests.
- Map the customer journey of Customer Service interactions, including Self Help processes and automated in-app solutions
- Examine existing and future business processes and work with internal groups to drive/assist in continuous improvement.
- Ensure that we are reaching high customer satisfaction rate in key Customer Service interactions

Role Qualifications:

- Active bachelor's degree student enrolled in Actuarial Sciences, Mathematics, Computer Science or related.
- Graduation date must be in June 2023 or after.
- Fluent English and Spanish
- Must be able to work with mínimal supervision, multitask, and prioritize own work to meet deadlines.
- Must be customer-focused and possess the ability to develop creative solutions to a variety of complex problems. Strong analytical and critical thinking skills;
- Strong attention to detail
- SQL knowledge is required, Python 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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