Cx Mechanism 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:
The CX Mechanism Sr. Analyst will be responsible for designing, implementing, and optimizing customer experience mechanisms to drive operational excellence and improve customer satisfaction. This role requires a deep understanding of CX frameworks, data-driven decision-making, and cross-functional collaboration to enhance the overall customer journey. Additionally, the Sr. Analyst will be responsible for developing and delivering comprehensive reports to engage key stakeholders, ensuring alignment with business objectives and driving actionable insights to continuously enhance the customer experience.

Role Responsibilities:
**CX Mechanism Development & Optimization**
- **
Developing & Optimizing CX Mechanisms** - Designing and implementing scalable CX mechanisms to measure, track, and improve customer satisfaction across multiple touchpoints.
- ** Identifying & Closing CX Gaps** - Identifying gaps in current customer experience processes and proposing solutions to enhance efficiency and effectiveness.
- ** Aligning with Business Goals** - Ensuring mechanisms are aligned with business goals, customer expectations, and industry best practices.
- ** Collaborating with Cross-Functional Teams** - Working with cross-functional teams (COE, BI, CX Product, Governance, etc.) to embed customer-centric solutions into business processes.

**Data Analysis & Insights Generation**
- ** Analyzing Customer Feedback** - Analyzing customer feedback data from various sources (e.g., surveys, NPS, CSAT, contact center data) to identify trends, pain points, and opportunities for improvement.
- ** Leveraging Data Analytics** - Leveraging data analytics tools to provide actionable insights to different departments and leadership.
- ** Performing Root Cause Analysis** - Performing root cause analysis to understand drivers of customer dissatisfaction and recommending targeted actions.

**Reports to Engage Stakeholders**
- ** Developing & Delivering Reports** - Developing and delivering customized reports and dashboards to engage stakeholders at all levels, from frontline teams to executive leadership.
- ** Creating Visual Reports** - Creating visually compelling and easy-to-understand reports using tools such as Google Suite, Cooper, Microsoft 360, among others.
- ** Providing Regular Updates** - Providing regular updates on key CX metrics (e.g., NPS, CSAT, CES, FCR, SLA adherence) to ensure transparency and drive strategic actions.
- ** Presenting Insights & Recommendations** - Presenting insights and recommendations in monthly and quarterly business reviews, leadership meetings, and cross-functional workshops.
- ** Collaborating with Department Leads** - Collaborating with department leads to ensure CX reporting aligns with business priorities and supports continuous improvement initiatives.

**Voice of Customer (VoC) Programs**
- ** Leading VoC Development** - Leading the development and continuous improvement of VoC programs to collect and act on customer insights.
- ** Monitoring VoC Effectiveness** - Monitoring VoC program effectiveness and suggesting enhancements to ensure customer feedback is effectively captured and utilized.
- ** Partnering for Actionable Insights** - Partnering with internal stakeholders to turn customer insights into actionable improvement plans.

**Process Improvement & Automation**
- ** Collaborating on Automation** - Working closely with technology teams to automate CX reporting and insight generation, reducing manual effort and increasing accuracy.
- ** Implementing Automated Reporting** - Implementing automated reporting solutions to provide real-time insights into customer experience trends.
- ** Standardizing Reporting Processes** - Documenting and standardizing reporting processes for consistency and scalability across business units.

**Customer Journey Mapping**
- ** Supporting Journey Mapping** - Supporting customer journey mapping exercises to identify pain points and opportunities for CX enhancements.
- ** Providing Data-Driven Insights** - P