Cx Relationship 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-HybridTeam Overview:The Customer Experience (CX) team plays a key role in delivering high-quality service and ensuring an outstanding experience for our users. As a CX Relationship Analyst/Specialist, you will be responsible for managing daily operations and services related to customer experience, ensuring operational excellence in a complex and dynamic environment.This role requires a data-driven mindset, strong stakeholder management skills, and a proactive approach to process improvement. You will work closely with internal teams and external partners (such as BPO providers) to optimize service delivery, track key performance indicators (KPIs), and drive continuous improvement initiatives.Role Responsibilities:Operations & Vendor Management- Overseeing the day-to-day management of BPO partners, ensuring they align with the company’s values, operational standards, and customer experience goals.- Monitoring and analyzing operational KPIs, ensuring service excellence and efficiency.- Validating and overseeing BPO reporting and cost management, ensuring accuracy and transparency.- Driving continuous process improvements to enhance the efficiency and quality of CX operations.Stakeholder & Relationship Management- Acting as a key point of contact between internal teams, external vendors, and regional/global CX leaders.- Engaging with cross-functional teams to align on business goals, identify friction points, and propose solutions.- Working closely with Customer Support, Operations, and Product teams to enhance the overall customer journey.Data & Performance Optimization- Conducting data analysis and reporting to identify trends, performance gaps, and improvement opportunities.- Developing and implementing insights-driven strategies to enhance customer satisfaction and operational performance.- Supporting incentive and recognition programs, ensuring engagement and motivation within the CX ecosystem.Process Improvement & Growth Initiatives- Designing, testing, and deploying new customer experience initiatives to optimize service quality.- Supporting expansion projects, including launching services in new locations and scaling operations.- Developing and implementing training programs for internal and external teams to enhance service delivery.Role Qualifications:- Bachelor's degree in Business, Engineering, Economics, or related fields.- Experience in operations management, customer experience, or BPO/vendor management.- Strong analytical skills with experience in data tools such as Excel (advanced), Google Sheets, and BI tools.- Excellent problem-solving and decision-making skills, with a structured and systematic approach.- Strong communication and interpersonal skills, with the ability to influence and collaborate across different teams and cultures.- Ability to work in a fast-paced, high-growth environment, managing multiple priorities.- Intermediate to advanced English (additional languages are a plus).- Experience with scalable operations, customer communities, or expansion planning is a plus.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 m