CX Excellence Manager (J250617004)
Didi
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.
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.