Senior CX Strategy Lead for Global Customer Experience

Didi; Ciudad de México; Presencial; MXN 900.000 - 1.200.000; Jornada completa

Descripción de la vacante

DiDi is seeking a CX leader in Mexico City to craft and implement customer‑centric strategies across local and global teams. You will align CX initiatives with business goals, monitor OKRs and drive Voice of the Customer insights into cross‑functional projects.

The role requires engaging senior leadership, guiding high‑performance teams, and fostering a culture of accountability and continuous improvement in a fast‑paced environment.

Formación

• Bachelor's degree in a relevant field.
• Proficiency in English.
• Proven leadership in high‑performance cross‑functional teams.
• Ability to collaborate with remote teams across different time zones.
• Strong communication and stakeholder management skills.

Responsabilidades

• Create CX strategies, structures and processes to improve internal efficiency while guiding internal teams.
• Serve as the link between local business and CX team, integrating business strategies into CX plans for best customer experience.
• Translate business strategy into CX and customer service plans; define and monitor area OKRs; disseminate Voice of the Customer across business areas.
• Engage regularly with senior leaders and lead cross‑company projects to bring Voice of the Customer into DiDi.
• Contribute to supportive teams to ensure high customer service quality, training and measurement of results.

Conocimientos

Ownership

Entrepreneurial Spirit

Communication

Leadership

Remote Collaboration

Stakeholder Management

Problem Solving

English Proficiency

Educación

Bachelor's degree

Descripción del empleo

DiDi is seeking a CX leader in Mexico City to craft and implement customer‑centric strategies across local and global teams. You will align CX initiatives with business goals, monitor OKRs and drive Voice of the Customer insights into cross‑functional projects.

The role requires engaging senior leadership, guiding high‑performance teams, and fostering a culture of accountability and continuous improvement in a fast‑paced environment.