Cx & Relationship Sr Analyst

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.

LI-Hybrid

Team Overview:
In the CX 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.

As an CX & Relationship Quality Assurance Sr. Analyst, you will work closely with the CX & Relationship - Service Delivery team the Spanish Speaking LATAM region managing our BPOs. You will work aiming to improve our Customer Service Experience in Mexico where DiDi has venture to offer financial culture and you will have the opportunity to learn from experienced professionals in the field, contribute to ongoing projects, and collaborate with a team of dedicated individuals who are passionate about Customer Experience.

Role Responsibilities:

- Lead strategic deep dives and root cause analysis (RCA) on critical customer experience issues, translating findings into actionable recommendations for product and process roadmaps.
- Proactively identify potential areas of customer friction or service design gaps through comprehensive analysis of user journeys and interaction data, proposing preventative solutions.
- Drive calibration across internal and external QA teams, ensuring consistent quality evaluation and fostering a shared understanding of DiDi's Experience Principles to achieve higher QA Company and End User Scores.
- Champion the adoption of best practices and innovative QA methodologies across CX IBG, leveraging insights from global teams and industry trends to elevate overall quality standards.
- Develop and implement robust feedback loops with Product, Operations, and Engineering teams, ensuring QA insights directly inform product development and service enhancements, thereby enhancing user value.
- Design and oversee the implementation of A/B testing for new processes or features, focusing on quantifiable improvements in key CX metrics like CSAT, Resolution Rate, and overall user satisfaction.
- Mentor and empower BPO QA teams and frontline staff to take ownership of quality initiatives, fostering a culture of continuous learning and proactive problem-solving at all levels.
- Represent CX QA in high-level strategic discussions, articulating the voice of the customer and advocating for user-centric design principles to influence business decisions and OKRs.

Role Qualifications:
An analytical solutions-focused problem-solver with a high attention to detail;
Effectively break down complex problems into manageable components and use analytical reasoning to derive solutions.

Strong stakeholder management and negotiation skills

Exceptional communication skills, both written and verbal;
Fluent in English;
EEO Statement:

- 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 har