Active Always Active Learn More CX RelationshipAnalyst Bogota - Colombia CX Relationship Analyst Bogota - ColombiaCustomer Experience Regular About the company DiDi Global Inc. isthe world’s leading mobility technology platform. It offers a widerange 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 autosolutions, food delivery, intra-city freight, and financialservices. DiDi provides car owners, drivers, and delivery partnerswith flexible work and income opportunities. It is committed tocollaborating with policymakers, the taxi industry, the automobileindustry and the communities to solve the world’s transportation,environmental and employment challenges through the use of AItechnology and localized smart transportation innovations. DiDistrives to create better life experiences and greater social value,by building a safe, inclusive and sustainable transportation andlocal services ecosystem for cities of the future. The CustomerExperience (CX) team plays a key role in delivering high-qualityservice and ensuring an outstanding experience for our users. As aCX Relationship Analyst/Specialist, you will be responsible formanaging daily operations and services related to customerexperience, ensuring operational excellence in a complex anddynamic environment. This role requires a data-driven mindset,strong stakeholder management skills, and a proactive approach toprocess improvement. You will work closely with internal teams andexternal partners (such as BPO providers) to optimize servicedelivery, track key performance indicators (KPIs), and drivecontinuous improvement initiatives. In this role, you'll be...Overseeing the day-to-day management of BPO partners, ensuring theyalign with the company’s values, operational standards, andcustomer experience goals. Monitoring and analyzing operationalKPIs, ensuring service excellence and efficiency. Validating andoverseeing BPO reporting and cost management, ensuring accuracy andtransparency. Driving continuous process improvements to enhancethe efficiency and quality of CX operations. Stakeholder &Relationship; Management Acting as a key point of contact betweeninternal teams, external vendors, and regional/global CX leaders.Engaging with cross-functional teams to align on business goals,identify friction points, and propose solutions. Working closelywith Customer Support, Operations, and Product teams to enhance theoverall customer journey. Data & Performance OptimizationConducting data analysis and reporting to identify trends,performance gaps, and improvement opportunities. Developing andimplementing insights-driven strategies to enhance customersatisfaction and operational performance. Supporting incentive andrecognition programs, ensuring engagement and motivation within theCX ecosystem. Process Improvement & Growth InitiativesDesigning, testing, and deploying new customer experienceinitiatives to optimize service quality. Supporting expansionprojects, including launching services in new locations and scalingoperations. Developing and implementing training programs forinternal and external teams to enhance service delivery. We'reeager to be in touch because you have... Bachelor's degree inBusiness, Engineering, Economics, or related fields. Experience inoperations management, customer experience, or BPO/vendormanagement. Strong analytical skills with experience in data toolssuch as Excel (advanced), Google Sheets, and BI tools. Excellentproblem-solving and decision-making skills, with a structured andsystematic approach. Strong communication and interpersonal skills,with the ability to influence and collaborate across differentteams and cultures. Ability to work in a fast-paced, high-growthenvironment, managing multiple priorities. Intermediate to advancedEnglish (additional languages are a plus). Experience with scalableoperations, customer communities, or expansion planning is a plus.You'll love working at DiDi because... We create user value Westrive to always create valuable experiences for our users ineverything we do. Our focus is to always innovate new experiencesthat are safe, pleasant and efficient. We are data-driven We arestrong believers in making informed decisions, that’s why we aredata-driven. We can better navigate the business landscapestrategically by analyzing valuable metrics. Win-win CollaborationSuccess is a team sport. When we work to help our partners andcolleagues win, we win, too. While keeping everyone's best interestat heart, we communicate with candor and execute with excellence inall we do. We believe in integrity Integrity is at the very core ofour business. We are people who always want to do the right thing.Our intentions are sincere, we speak our minds and listen to eachother. Growth We always strive to do better. That means venturingbeyond our comfort zones, learning from our mistakes, and helpingeach other grow. Diversity and Inclusion Diversity is one of ourbiggest strengths. Our differences are what make us distinct. Werespect each other and believe in equal opportunities for all. Weare committed to building inclusive and diverse teams At DiDi, webelieve that our differences are our biggest source of strength.That’s why we are committed to promoting equal opportunities to allcandidates and employees as an Equal Opportunity Employer.Employment and advancement decisions at DiDi are always made basedon the needs of the position and the qualifications of thecandidate. We do not discriminate against any employee or applicantbased on their gender, age, sexual orientation, nationality,marital status, pregnancy/maternity, disability, race, religion andbeliefs, or any other status protected by applicable laws whereverwe operate. We are committed to building inclusive and diverseteams, and a workplace that is free from discrimination andharassment, because that’s how we create better products andservices, make better decisions and better serve the communitieswe’re a part of. #J-18808-Ljbffr