滴滴CX Excellence Manager(J250617004)
任职要求
Qualifications: - Bachelors degree in Business, Engineering, or related field (Masters preferred). - Proven experience in designing and implementing CX strategies and capabilities. - Strong understanding of process improvement and automation (experience in DMN notation is a plus). - Experience in process mapping and workflow design using internal tools. - Expertise in managing and improving CX Knowledge Bases. - Proven experience in training and coaching virtual agents for health checks and process audits. - Experience in building and developing local CX teams, with a focus on skill development. - Strong knowledge of customer experience best practices and quality standards. - Fluent in both English and Mandarin, with excellent communication skills. - Ability to work in a fast-paced, cross-functional environment, collaborating with multiple teams globally.
工作职责
Job responsibilities: Design and implement CX capabilities required, like process improvement and automation through DMN notation; Design and implement process mapping and approval workflows, using internal tools; Manage and improve the CX Knowledge Base; Train virtual agents to run health checks and process audits, based on rules and standards developed by our Center of Excellence; Train and coach local CX teams to develop the required level of proficiency in the capabilities our team is accountable for.
You will work closely with global and regional stakeholders across Product, Operations, Policy, and Support to embed continuous improvement practices, translate insights into transformation opportunities, and build the foundational standards that enable best-in-class experiences. Your Responsibilities - Act as the strategic owner of CX service excellence, accountable for the design, improvement, and scalability of global support operations - Define and evolve the long-term vision for customer service flows, operational governance, and experience frameworks - Serve as the primary CX strategy partner to global and regional teams, influencing cross-functional roadmaps and business prioritization - Own core CX KPIs and ensure performance insights are converted into structural improvements and experience innovation - Lead the implementation of continuous improvement methodologies (e.g., Lean, Six Sigma), embedding them into day-to-day operations - Shape the company's customer insights agenda by integrating VOC into strategic business and product decisions - Guide regional and global benchmarking efforts to maintain DiDi’s experience at a market-leading level - Represent CX Operations in senior forums, influencing leadership decisions, investment planning, and resourcing for key initiatives
As an CX Operation Excellence & Governance Specialist , you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Ensure delivery of timely business operations and high quality performance. • Collaborate with business teams to identify issues, manage key business operations processes, set priorities, provide systematic solutions, and drive execution excellence. • Support all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; Develop SOPs, workflows, metrics, reports or other analytical tools to maximize productivity. Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To assist with supporting Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.
As a CX Operation Excellence & Governance Lead, you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Enhance operational efficiency, and drive innovation across the organization. • Work closely with stakeholders in different locations to identify process gaps • Produce insights and governance on all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; • Support various departments to manage resource capacity planning to ensure optimal utilization of human resources and alignment with strategic objectives. • Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare and track to report on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To support with Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.
Description The role of Digital Product Owner is to provide product leadership across the key websites under Ant International which are alipayplus.com, antglobal.com and antom.com. You’ll own the overall experience and performance of the websites you’ll support and work closely with stakeholders across the Ant International business to deliver best-in-class website experience for the customers and the business. You’ll define new technology requirements, align the website product roadmap with wider business initiatives, and work cross-collaboratively with teams based in London, China, Malaysia and Singapore across multiple disciplines (engineering, design, content, SRE etc.) to ensure the on-time delivery and high standards across design, functionality and content. What you’ll do: ● As one of the digital product owners you’ll work within the international digital marketing and content team ● You’ll be responsible for guiding the development and enhancement of our websites to support demand generation, top of funnel growth and excellent user experience Gathering stakeholder requirements across cross functional teams and channel owners, prioritising them and working closely with an internal product development and tech development team to ensure successful delivery of each new enhancement/sprint ● Involved with and coordinating content creation working with PR, marketing and product teams as well as analytics to measure your ongoing success and achievement towards business objectives ● Plan then prioritize the roadmap working closely with the Head of Marketing and Head of Digital Marketing ● Implement the vision and strategy across multiple geographies and be comfortable working across multiple time zones ● Manage the backlog working closely with delivery leads in China ● Identify initiatives to improve the websites with a focus on conversion optimisations and engagement ● Work with UED team to drive end to end website product initiatives including research and discovery, development of user flows, wireframes and stories (with UX/Design), and ongoing optimisation ● Work with other internal departments identify customer pain points and to develop solutions ● Collate requirements in to briefing documents and collaborate with delivery leads to size up requirements ● Able to balance and manage core website initiatives and ad-hoc campaign projects ● Be comfortable conducting testing across devices and browsers ● Incorporate SEO best practices across multiple search engines and geographies ● Comfortable with creating wireframes in Figma ● Leverage relationships to execute on objectives successfully