Senior Manager of Customer Experience and Strategy

hace 4 semanas

Xico, México Didi Global A tiempo completo
About the Role

We are seeking a highly skilled Senior Manager of Customer Experience and Strategy to join our team at Didi Global. As a key member of our organization, you will be responsible for managing the strategy and service flows to align, design, and improve customer experience processes.

Key Responsibilities
  • Examine existing and future business processes and work with internal groups globally to drive/assist in continuous improvement.
  • Standardize processes according to best practices and market reality and develop a continuous improvement culture to ensure lessons learned and go beyond.
  • Recognize and address organizational barriers to ensure the future success of new programs and projects.
  • Analyze current KPIs for CX, generating insights and acting on the main opportunities, ensuring we reach a high customer satisfaction rate according to their inputs.
  • Manage a high-performance team to achieve company targets with low effort.
  • Coordinate focus groups and research to bring the voice of the customer inside the company.
  • Lead strategic projects in the customer service area, as well as define standards and playbooks.
  • Continuously benchmark our product and services against different companies, ID, and prioritize each area of improvement found.
  • Communicate to different business areas about findings that need to be improved.
  • Report to high levels about results, learnings, questions, and other progress made by the area.
Requirements
  • Mandatory fluent English.
  • 8+ years of relevant work experience in management consulting, operations, customer service, or business development (Preferred Internet & Consulting with Customer service background).
  • 5+ years leading teams or cross-functional projects.
  • Deep experience with continuous improvement methodologies.
  • Advanced communication skills (written and spoken).
  • Experience creating and optimizing processes.
  • Strong analytical and critical thinking skills.
  • Ability to lead individuals in creating and executing the best solutions for the business, partners, and consumers.
  • Advanced in Excel or other data management tools.
What We're Looking For
  • Data, data, and more data - Come with examples and show us with hard-driven facts what you have accomplished in the past.
  • Must be customer-centric and can develop creative solutions to various complex problems.
  • Clear examples in management roles where YOU drove change, innovated, and motivated your team.
  • We need team players, not solo artists. Tell us about your team's accomplishments.

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