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Senior Manager of Customer Experience and Strategy
hace 2 meses
DiDi Global Inc. is a leading mobility technology company that offers a wide range of app-based services across various markets. Our mission is to provide innovative and safe transportation solutions that improve the lives of our users and contribute to the development of sustainable cities.
About the RoleWe are seeking a highly experienced Senior Manager of Customer Experience and Strategy to join our team. As a key member of our CX Operations team, you will be responsible for managing the strategy and service flows to align, design, and improve customer experience processes. You will also lead strategic projects to enhance the customer experience among our diverse user base.
Key Responsibilities- Develop and implement customer experience strategies that drive business growth and improve customer satisfaction.
- Collaborate with cross-functional teams to design and improve customer experience processes, ensuring seamless and efficient interactions.
- Lead strategic projects to enhance customer experience, including the development of new products and services.
- Analyze customer feedback and data to identify areas for improvement and develop actionable recommendations.
- Manage and develop a high-performing team to achieve business objectives and drive customer experience excellence.
- Communicate effectively with stakeholders to ensure alignment and buy-in on customer experience initiatives.
- 8+ years of experience in management consulting, operations, customer service, or business development, with a focus on customer experience.
- 5+ years of experience leading teams or cross-functional projects, with a proven track record of driving business growth and improving customer satisfaction.
- Deep experience with continuous improvement methodologies, such as Lean or Six Sigma.
- Advanced communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
- Strong analytical and problem-solving skills, with the ability to analyze complex data and develop actionable recommendations.
- A dynamic and innovative work environment that encourages creativity and collaboration.
- A competitive salary and benefits package, including stock options and performance-based bonuses.
- Opportunities for professional growth and development, including training and mentorship programs.
- A diverse and inclusive work environment that values diversity and promotes equal opportunities for all employees.
If you are a motivated and experienced professional with a passion for customer experience, please submit your application, including your resume and a cover letter outlining your qualifications and experience.
