Cx Ops Fintech Sr Manager

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. Team Overview: We are in search of a passionate entrepreneur with a proven ability to create exceptional services, elevate customer experiences, and champion a customer-centric culture within the company. If you are a strategic leader with a passion for CX, this is your opportunity to excel in the Credit Card industry. Your role: - Develop CX strategies, processes, and structure to enhance internal efficiency, aligned with business objectives - Act as a liaison between the local business and the CX team, translating business strategies into CX plans - Drive continuous improvement for services & experience and establish governance for "Voice of the Customer" dissemination - Lead a team of direct reports to ensure high-quality customer service - Lead cross-functional projects to improve experience Role Responsibilities: CX Strategy: - Be responsible for creating CX strategies, structure and processes to ensure internal efficiency, while influencing the internal teams - Be the link and connection between the local business and the CX team, incorporating business strategies in CX's plans for the best customer experience - Translate the business strategy into Customer experience and Customer Service plans CX and Service Continuous Improvement: - Define, monitor and deliver area OKRs - Establish governance to disseminate "Voice of the Customer" to other business areas, improving NPS, contact rate and CSAT; establish governance and connect with the leaders of the business to support their needs - Engage regularly with the company's senior leaders - Lead multifunctional and cross company projects with team members in different backgrounds and from different localities in order to bring the Voice of the Customer inside DiDi - Contribute to supportive teams to ensure high customer service quality, performance, training and assessing their results Role Qualifications: We are eager to be in touch with you because you have: - Ownership and Entrepreneurial Spirit - Demonstrated drive to continuously enhance and refine processes Exceptional communication skills - Proven leadership experience in managing high-performance multifunctional teams - Flexibility and ability to collaborate with remote teams across different time zones, fostering a cohesive and innovative work culture - Preferred experience in industries such as financial services, consultancy, strategy or tech, or distribution within high-volume and fast-paced environments - Strong ability to collaborate, influence, and engage stakeholders from diverse backgrounds - Proficiency in problem-solving within complex settings - Proactive, hands-on approach with a strong sense of ownership and accountability - Bachelor's degree - Proficiency 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