CX Analyst Groceries

hace 3 semanas


Ciudad de México, Ciudad de México DiDi Global A tiempo completo

About DiDi Global Inc.

DiDi Global Inc. is a leading mobility technology platform that offers a wide range of app-based services across various markets. Our mission is 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.

About the CX Team

We are a customer-centric team responsible for strategically managing the customers' experience throughout their journey with the company. We adopt and apply key experience principles that establish expected behaviors, mindset, processes, metrics, and ways of working to protect customer's experience while generating value to the business.

About the Role

We are seeking a sharp, proactive analytical thinker and goal-oriented CX Analyst to support the execution of strategic initiatives to build the best-in-class experience for our customers in the Groceries business across different countries. The ideal candidate will excel in a collaborative, high-energy, fast-paced environment and have excellent written communication and presentation skills.

Key Responsibilities

  • Perform data analysis to propose business solutions
  • Create and improve standard operating procedures
  • Partner with cross-functional stakeholders
  • Support the execution and implementation of initiatives focused on enhancing the customer experience
  • Create content material for presentations
  • Optimize FAQ, processes, and reply templates content to improve issue resolution
  • Support the analysis of performance data, measuring impact to customers and internal OKRs

Requirements

  • Bachelor's degree (Engineering, Economics, Business Administration or related fields)
  • Proficiency in Excel (must-have)
  • Proficiency in English (must-have)
  • Excellent written communication and presentation skills
  • Comfort working with teams in different time zones (China and LatAm)
  • Knowledge of SQL (nice to have)

Why Join Us?

We are committed to building inclusive and diverse teams. At DiDi, we believe that our differences are our biggest source of strength. We are an Equal Opportunity Employer and 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.



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