CX Operations Director...

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.

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Team Overview :

As a CX Operations Director, you will be responsible for developing and executing customer experience (CX) strategies that align with business objectives and enhance customer satisfaction. This role requires a dynamic leader who can manage cross-functional teams, drive continuous improvement, and lead strategic projects to elevate the customer experience across multiple countries.

Role Responsibilities :

• Lead CX Strategy : Create and implement CX strategies, design services to support business needs, design processes to enhance internal efficiency and customer satisfaction. Act as the liaison between local business units and the CX team, ensuring synergy between business strategies and customer experience goals.
• Drive Process Optimization : Standardize and improve customer experience processes based on best practices, and lead continuous improvement initiatives to drive both efficiency and experience metrics . Ensure that lessons learned are implemented to drive future success.
• Foster Voice of the Customer : Establish governance to capture and disseminate the "Voice of the Customer" across the organization. Monitor and improve key performance indicators (KPIs) including CSAT, NPS, contact rate, among others.
• Exercise Cross-Functional Leadership : Lead cross-company projects with diverse team members from different localities to bring the Voice of the Customer into DiDi. Collaborate with senior leaders to understand and support their needs, ensuring high-quality customer service.
• Team Management : Build, lead, and inspire a high-performance team responsible for delivering exceptional customer service. Manage direct and indirect teams that handle complex processes across multiple themes and functions.
• Reporting and Communication : Regularly report to senior leadership on progress, learnings, and strategic insights. Communicate findings and areas for improvement to different business areas.

Role Qualifications :

EEO Statement :

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy / maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

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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