CX Operations Sr Analyst

Job description

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.

For more information, please visit:

#LI-Hybrid

Team Overview

The team leads the design and continuous optimization of support processes by identifying opportunity areas, monitoring performance, and implementing effective solutions to enhance efficiency and customer service quality.

• Track and analyze support processes and performance metrics to ensure process efectivness.
  
  
• Identify failures, or incorrect solutions within processes.
  
  
• Document and map process flows to visualize current workflows.
  
  
• Design and propose improvements to streamline operations.
  
  
• Build and evaluate different solution scenarios to address process gaps.
  
  

Define systematic parameters for system configuration to ensure the most effective solutions for Customer Service Representatives (CSRs).

Role Responsibilities

• You will evaluate and optimize our procedures using both quantitative and qualitative methods to identify opportunities for improvement.
  
  Your goal will be to enhance efficiency and user experience by leveraging process improvements and system capabilities.;
• Designing automated process solutions in accordance with standard design principles and conventions .Identifying and communicating the technical requirements.
  
  
• Configuring new automated processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand.
  
  
• Creating and maintaining Process and SOP documentation.
  
  
• Problem solving issues that arise in day to day running of automated processes and providing timely responses and solutions as required.
  
  
• Working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs.
  
  
• You will test procedures and scenarios for the UAT phases, as well as, supporting the Operational Teams during the UAT and rollout phases.
  
  
• Be present in the front-line understanding the user experience looking for opportunities to continuously improve the mSOPs solutions.
  
  
• You will act at the interface between the CX team and product and engineer sides.
  
  And ensure that the processes and automations we build are addressing the right problems for our users and our business.
  
  
• You will own the alignments throughout the development cycle and you will lead effective communication to ensure smooth delivery, user experience.
  
  
• Once new skills and methodologies are fully learned and adopted, you will mentor and support the colleagues on the same.
  
  
• As a Specialist you’ll guide the analysts and contribute to their development.
  
  As well as care for the most complex topics and lead internal initiatives.
  
  (this is the main difference between be an specialist and an analyst)

Role Qualifications

• Bachelor’s degree in Engineering, Computer Science, Process automation or a related field, or equivalent practical experience.
  
  
• Have a consistent experience partnering/working with cross-functional teams translating technical concepts and solutions to non-technical audiences.
  
  
• Have a consistent work experience designing and configuring automated solutions and understand the prescribed design architecture.
  
  
• You have experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design
• An aptitude for leading problem solving, with the ability to take a logical route to the source of an error troubleshooting technical issues, having creative solutions to a variety of complex user problems.
  
  
• Have previously led small projects or initiatives in the sub-area.
  
  
• The ability to work with a structured and methodical approach, combined with an enquiring mind.
  
  
• You excel in oral and written communication in English.
  
  It will be a plus if you are intermediate to fluent in Business Mandarin.
  
  
• A full understanding of workflow based logic and the ability to both understand a business process from a BPMN or DMN diagram, and to illustrate a written process description as a BPMN or DMN diagram.
  
  A certification is desirable.
  
  
• A self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of a team.
  
  
• You are not afraid of learning new skills that will help you unblock yourself and your peers.
  
  You are keen to understand more in detail technology and how products are built and you will find ways to adapt your communication to different audiences and cultures.
  
  

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.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on

Required Skill Profession

Other General