Responsibilities
- 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
- 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
