CX COE Intern
Didi
CX COE Intern
- Category
- Customer Experience
- Employee Class
- Intern
Company Overview
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.
We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).
To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.
Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.
#LI-HybridTeam Overview
Are you driven by complex challenges, a culture of innovation, and an uncompromising pursuit of excellence? We are looking for a high-potential intern to join our Global CX Center of Operational Excellence (COE). This is a high-impact role within a vital area dedicated to scaling our global capabilities, institutionalizing continuous improvement, and driving operational efficiency across the entire organization.
How you will add value:
- Partner in the design and rollout of operational excellence strategies that bridge global standards with local execution.
- Deep-dive into existing workflows to diagnose friction points and engineer innovative, scalable solutions.
- Actively contribute to global optimization projects, moving from initial concept and data validation to full-scale implementation.
- Work alongside multifunctional teams (Product, Ops, Tech) to ensure CX initiatives are seamlessly integrated into the customer journey.
- Support the development of sophisticated performance metrics and KPIs that go beyond surface-level data to measure true business impact, such as retention and loyalty.
Role Responsibilities
- Support the mapping of end-to-end customer journeys to identify friction points while performing competitive benchmarking to identify industry-leading experience standards.
- Assist in the end-to-end execution of global projects by tracking ROI, managing framework updates, and preparing high-level stakeholder presentations to provide transparency on business impact.
- Support the communication flow between regional CX teams and the COE, helping to document and organize global feedback for process improvements.
- Help translate raw data from dashboards into clear reports and narratives that highlight key customer experience trends for leadership.
- Maintain the Global CX Knowledge Base, ensuring best practices and project learnings are organized and accessible across multicultural markets.
- Conduct regular "Health Checks" across customer touchpoints to monitor brand standards and operational consistency.
- Assist in connecting COE, Product, and Operations teams by organizing Voice of the Customer (VoC) data to help inform strategic changes.
Role Qualifications
- Degree in Engineering, Business Administration, or a related analytical field.
- No previous experience required; however, a demonstrated passion for Project Management and Process Improvement is essential.
- Advanced to fluent English proficiency is mandatory for interacting with global stakeholders and producing executive-ready reports.
- Advanced proficiency in Google Sheets/Excel (Pivot Tables, formulas, and data cleaning), Word and Powerpoint.
- Attention to detail for performing audits, benchmarking and process mapping, paired with the ability to look beyond numbers to find systemic root causes.
- A "can-do" attitude with the ability to adapt quickly to global, fast-paced, evolving environments.
- Comfortable working with global and diverse teams.
- Deeply focused on walking in the customer’s shoes to solve pain points creatively.
- A self-motivated individual who identifies problems and proposes solutions before being asked.
EEO Statement
- We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
- We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
- We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
- We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
- We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
- We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.
We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.
This is our ongoing journey, with much more still to come.
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