William Weilun Feng

Head of Customer Experience Strategy & Head of Global Customer Experience @DiDi

Serving in Didi Chuxing, the world\'s largest ride-sharing company, which provids transportation services for more than 400 million users across over 400 cities in China. Focusing on Customers Experience Strategy field. Leading the team owning the key experience metric - Net Promoter System,formerly Net Promoter Score (NPS)- Established Didi NPS Structure(NPS Pyramids), and constrantly optimazing and updating the system tailored to the corporation as well as related Business Units(including Express, Premium, Taxi, Carpool, Uber, Lux, etc.)- Co-architected Didi Experience Strategy and Landscape for long-term and short-term,and fully aligned with top management - Oversaw the Analytical Insights Feature Team,a NPS/Analytics/Product/Big Data team joint force - Coped closely with all Business Units, applying experience improvement closed-loop work flow: data analysis - insights generation - business action design - action performance testing - evaluation analysis - action/function launch - full scale data analysis Key Performance - Established Uber China post-merger NPS-focused experience framework/structure - Set 2017 Corporate and Business Unites customer experience and NPS targets - Guest speaker and panel discussion participant at 2017 Bain & Company Asia-Pacific Customer Loyalty Forum in Hong Kong. Guest speaker speech topic: Customer Experience, Every Individual Matters- Initiated two corprate level projects within three months entering the Didi. Focusing on following up detractors\' real feedbacks, as well as predicting customers experience status - Oversaw and managed Didi English version app development and lauch. Coped with various functional departments and teams, superintended the project from prototyping to post-launch evaluation