Business Improvement Experience Manager

Business Improvement Experience Manager
DiDi Global, Brazil

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Feb 20, 2021
Last Date
Mar 20, 2021
Location(s)

Job Description

About 99:
99 is a Brazilian technology company founded in 2012 and today is part of the global company DiDi Chuxing, the largest app platform for convenience and transport in the world! Here, our mission is to build the best journey for users, transforming people's lives by offering more accessible, safe and convenient services for passengers and customers, and the most profitable and easy going day-to-day life for drivers, restaurants and delivery partners, through technology. To make all of this happen, we have a team of super talented professionals who interact in an environment full of creativity, energy and respect for diversity. The Orangers (our way of calling the employees) are the ones responsible for revolutionizing urban mobility (99), build quick options for all pockets and appetites (99Food), and offer a digital wallet, so you can pay from trips to bank slips (99Pay).
The way we live our values says a lot about your journey here at 99. For us, in addition to being a social responsibility, Diversity allows us to create a more creative and energetic environment. Being an increasingly inclusive, plural and respectful Company is a priority for us.
Join our team! Here you can be who you really are.

About the job:
You will be responsible for deploying the company's strategy at customer experience operational levels, ensuring the best customer experience. In addition, you will be responsible for managing and developing the team and coordinating strategic projects.
In this position, the CX Ops Manager will apply techniques such as customer journey mapping, BPMN and a whole set of continuous improvement methodologies to lead service design to ensure an awesome experience to our customers, while maximizing value generation to the business.
Responsibilities
  • Establish goals of the workstream under your responsibility, and define the strategies and tactics for their achievement;
  • Establish governance with the leaders of client areas to understand and support their needs;
  • Establish processes and governance with frontline teams to ensure that the insights of the operation are captured and incorporated into continuous improvement processes;
  • Ensure the application of "best in class" methodologies in key processes (process mapping, journey design, VOC, continuous improvement, prioritization, impact analysis, etc.) and the excellence of their execution;
  • Lead multifunctional projects of high complexity;
  • Build customer support processes aligned with the customer's service journey, and aligned to the business and product value propositions;
  • Support the implementation of channels, tools and / or specialization models for customer service;
  • Ensure that customer facing content (FAQs, Self Helps, Macros, Qamp;As, "Landing Pages", etc) are designed, maintained and improved to support the key brand messages and reflect our values;
  • Lead multifunctional forums to discuss improvements to the customer experience;
  • Participate in forums / governance led by other areas to represent CX and advocate for customers;
  • Establish governance to disseminate "Voice of the Customer" information to other business areas;
  • Manage a team of specialists and analysts, leading their development in business and technical skills.
The successful applicant
  • Bachelor’s degree / Postgraduate (desirable);
  • Fluent English; Spanish is a plus;
  • Experience with people management;
  • Experience with continuous improvement methodologies;
  • Experience with service design and customer journey management is highly desirable;
  • Experience in leading multifunctional projects;
  • Project management skills; specific certification (PMBOK and Agile) is a differential;
  • 6 Sigma certification is a differential;
  • G-Suite / Google Sheets / Advanced Excel

Job Specification

Job Rewards and Benefits

DiDi Global

Information Technology and Services - Cape Town, South Africa
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