Mayra Lopez

Cx Ops Strategy Director Latam @DiDi

Ciudad de Mexico, MX

Key Responsibilities: • Lead CX Strategy: Create and implement Customer Experience strategies; design services to support business needs and processes that enhance internal efficiency and customer satisfaction. Act as the liaison between local business units and the CX team to ensure alignment between business strategies and customer experience goals. • Drive Process Optimization: Standardize and improve customer experience processes based on best practices. Lead continuous improvement initiatives to drive both efficiency and experience metrics. Ensure that lessons learned are implemented to drive future success. • Foster Voice of the Customer: Establish governance to capture and disseminate the “Voice of the Customer” across the organization. Monitor and improve key performance indicators (KPIs) such as CSAT, NPS, contact rate, among others. • Exercise Cross-Functional Leadership: Lead cross-functional projects with diverse teams from different localities to integrate the Voice of the Customer into DiDi. Collaborate with senior leaders to understand and support their needs, ensuring high-quality customer service. • Team Management: Build, lead, and inspire a high-performing team responsible for delivering exceptional customer service. Manage both direct and indirect teams handling complex processes across multiple themes and functions. • Reporting and Communication: Regularly report to senior leadership on progress, key learnings, and strategic insights. Communicate findings and areas for improvement to various business areas.

Harvard

Certificate

IBERO Puebla

Certificate

Universidad Intercontinental

PSYCHOLOGY

Tecnológico de Monterrey

Diploma of Education