Company Overview

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

For more information, please visit: www.didiglobal.com/news

Team Overview

As a CX Operations Sr. Analyst at DiDi, you will drive improvements in rider and driver experience by turning large-scale operations data into prioritized, measurable initiatives that reduce friction, lower incident rates, and increase retention; your work will directly influence product and regional operations policies and deliver measurable KPI uplifts (e.g., CSAT, Customer Effort Score, Competitive Intelligence Index). You will join the Customer Experience Operations team, whose mission is to ensure safe, reliable, and delightful mobility experiences across markets by aligning front-line feedback, cross-functional programs, and automated tooling to scalable operational processes.

Role Responsibilities

• Analyze large, multi-source CX datasets to identify root causes of negative customer outcomes and propose high-impact interventions that aim to improve Quality Of Service by defined percentage points or reduce complaint volume by specified monthly counts.
• Design and run A/B tests and operational experiments with Product and Regional Ops to validate fixes, measuring results via metrics such as incident resolution time, repeat complaint rate, and driver churn impact.
• Design and maintain dashboards and automated reports that track end-to-end CX metrics (e.g., case lifecycle, SLA compliance, escalation rates) and deliver weekly executive summaries highlighting trends and risks.
• Lead cross-functional projects with Product, Safety & Anti-Fraud, Operations, and Local Markets to implement policy changes or tooling enhancements, managing timelines and quantifiable outcomes (e.g., Compensation Policies or Process Design).
• Develop and document scalable standard operating procedures and playbooks for incident handling and major-event responses, reducing average handling time and improving first-contact resolution rates.
• Conduct ad-hoc deep-dive analyses for high-severity cases and regulatory inquiries, producing clear, evidence-backed recommendations and supporting materials for senior leadership and external stakeholders.
• Mentor junior analysts and partner with data engineering to define data schemas and instrumentation needs that improve CX visibility and analytical rigor across the company.

Role Qualifications

• Bachelor's degree in Business, Statistics, Economics, Computer Science, or a related field is preferred but not mandatory when accompanied by equivalent hands-on experience in CX analytics or operations at scale.
• Proven experience (3+ years) in customer experience analytics, operations, or program management within consumer tech or mobility platforms, demonstrating measurable impact on CX KPIs.
• Strong analytical skills with advanced Excel and SQL proficiency and experience with BI tools (Looker, Tableau, or similar) to extract, model, and visualize multi-million-row datasets.
• Practical knowledge of experiment design and A/B testing, with the ability to translate test results into operational decisions and product changes.
• Excellent cross-functional communication skills, able to distill complex analyses into concise recommendations and influence stakeholders across product, regional ops, and trust teams.
• Detail-oriented problem solver with strong project management skills, able to prioritize multiple initiatives under tight deadlines and coordinate implementation across geographies.
• Customer-centric mindset with a bias for action, empathy for riders and drivers, and a commitment to building scalable, compliant processes that enhance safety and trust on DiDi’s platform.

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.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms