Cx Operations 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:
CX IBG (our international customer experience area ;]) is key to deliver a great journey to all customers. Our team is dynamic, multicultural, diverse and full of passionate people whose mission is to deliver a WOW service to our clients all over the world.

The CX Ops Senior Analyst will work together with multiple Fintech Credit and CX Stakeholders to help define the Fintech and CX strategy, contributing with innovative and structured projects of Fitech Credit products.

We seek for a proactive individual with strong analytical and communication skills who can deeply analyze data, formulate and test hypotheses, generate key insights, design and implement initiatives, and collaborate with stakeholders to develop impactful strategies.

Role Responsibilities:

- Support the development and implementation of strategic initiatives for the CX Team
- Serving as the primary source of data-driven insights, providing actionable recommendations.
- Manage special workstreams and projects across different areas and countries, transforming and improving CX mission, vision and key initiatives
- Work on initiatives and projects that will support the decision making for key executives
- Conduct market research and industry analysis for international markets.
- Developing and delivering compelling presentations to stakeholders, translating data into clear, actionable insights.
- Works within the international strategy team, general managers and functional team leaders on international business and local key new initiatives.
- Be an internal influencer towards a data driven culture.

Role Qualifications:

- Minimum 3-6+ years of work experience in related areas or in professional service industries. Experience in Consulting, Strategic Planning or Tech Companies.
- Exceptional problem solving and analytical, written and communication skills
- Independent, self-starter, ability to multitask.
- Excellent problem-solving skills and a proactive approach to identifying opportunities for improvement.
- Advanced G-Suite skills are essential
- Advanced English (oral and written) is mandatory: the position requires daily interaction with international stakeholders living in Brazil, Mexico and abroad
- Data-driven approach and analytical mindset to track key performance indicators
- Proactive, hands-on, and entrepreneurial attitude
- Ability to work with and influence indirectly multiple stakeholders

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 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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