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CX Excellence Manager (J250617004)

Didi

Didi

Beijing, China
Posted on Jun 26, 2025
职位描述

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.