• 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