Loyalty & Engagement Analyst
In this role you will be able to evolve within the lifecycle management team of Didi credit card users.
You will be part of the nurturing and advocacy phases of the users journey and will be in charge of the design, develop and implementation of tools, strategies and campaigns that will engage our users with the product
Personalized & educational communications, customer experience journeys and priority service design, customer behaviors understanding, benchmarks and research are some of the scopes that you will be focusing on.
- Customer Journeys mapping for a better understanding of the customer’s pain points
- Customer Priority Service designing tools for a better customer service within our CX team
- Drive analysis, Designing and leading projects to inform important strategic decisions that improve the support experience for our cardholders
- Build and explore external benchmarks and best practices to evolve our CX.
- Play a role in identifying opportunities to improve business critical, end-to-end processes
- Work closely with the CX and commercial leads to prioritize goals and activities
- Partner with our customer-facing CX teams to deliver incredible customer and business impact by supporting them to optimize the entire renewal journey
- Program Design:shaping customer feedback programs based on industry trends.
- Customer behaviours analysis and research to Build strong relationships with them, understanding their goals, and acting as a trusted credit card advisor.
- Ensuring project goals align with both customer and Didicard team objectives.
- Bachelor’s degree
- Working experience 3+ years
- Strong ability to face and adapt to challenges
- Strong prioritization skills with the ability to be proactive
- Collaboration & negotiation skills
- Proficient written and verbal English communication
- Desire to improve processes and work through ambiguity
- Experience in strategy, bank or fintech, customer service, technology, sales, customer success, or an equivalent field would be beneficial