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CX Ops Fintech Sr Manager



Mexico City Metropolitan Area, Mexico
Posted on Wednesday, January 3, 2024
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.

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

  • 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