Customer Success Senior Analyst

Didi; Bogotá ciudad; Híbrido; COP 100.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

DiDi Global Inc. seeks a Senior Customer Success Analyst (Account Ops & Onboarding) in Bogota to lead data-driven initiatives that support restaurant partners. You will model metrics, surface insights, and drive improvements across Commercial, Operations, Product, and Strategy with a focus on scalable processes.

You will own end-to-end analyses—from data modeling to storytelling—turning multi-source data into decisions that improve KPIs and reduce bottlenecks, in a Hybrid Colombia-based role.

Formación

• Degree in quantitative field as listed.
• Strong SQL and Python skills; interest in AI and automation; advanced Excel/Slides.
• Analytical abilities focused on turning data into insights.
• Attention to detail, proactive mindset, ownership, and teamwork.
• Languages: Spanish and English proficiency.

Responsabilidades

• Driving automation and AI initiatives with Python/SQL to automate reporting.
• Generating actionable insights from advanced analyses for action plans.
• Forecasting and capacity planning to optimize resources.
• Establishing data quality and governance across sources.
• Communicating with clear, executive-ready narratives and dashboards.

Conocimientos

Attention to detail

Proactive mindset

Ownership

Process optimization

Communication

Teamwork

Spanish & English

Educación

Degree in Systems Engineering, Statistics, Data Science, Economics, or related quantitative field

Herramientas

SQL

Python

Excel

PowerPoint/Google Slides

Descripción del empleo

Customer Success Senior Analyst

Job Locations CO-Bogota

ID 2026-20495

Category Sales & Business Development

Employee Class Regular

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

#LI-Hybrid

Team Overview

We are looking for a highly analytical and proactive Senior Customer Success Analyst (Account Ops & Onboarding) to support the DiDi Food team in LATAM.

The Account Ops and Onboarding area sits at the heart of our Customer Success organization. We manage the end-to-end operational lifecycle of our restaurant partners—from ensuring a seamless store setup and managing the logistics of operational devices, to driving feature adoption and providing technical support to drive restaurants long term success.

As a Senior Analyst, you’ll be the analytical owner for high-impact Customer Success initiatives, partnering with Commercial, Operations, Product, and Strategy to design metrics, processes, and surface insights that change how we operate at scale. You’ll lead analyses end-to-end—from data modeling and experimentation to stakeholder storytelling—while turning complex, multi-source data into decisions that improve our KPIs and drive continuous improvement.

This role is ideal for someone who is exceptionally data and detail-oriented, passionate about continuous improvement, and driven to use technology and data to eliminate operational bottlenecks.

Role Responsibilities

• Driving automation and AI initiatives: Identifying operational inefficiencies and manual processes, and deploying scalable solutions using Python, SQL, and AI tools to automate repetitive reporting and operational tasks.
• Generating actionable insights: Carrying out advanced analyses to identify trends and root causes, turning these findings into direct action plans that improve operational execution and restaurants performance.
• Forecasting and capacity planning: Modeling agents productivity to optimize resource allocation and eliminate idle capacity.
• Establishing data quality & governance: Building reliable data models, coordinating data from multiple internal and external sources, and diagnosing performance drivers to keep databases and trackers updated.
• Communicating with clarity: Designing automated daily KPI monitors, WBR packs, and team scorecards, while crafting concise, exec-ready narratives that connect data insights to strategic decisions and actionables.

Role Qualifications

• Education: Degree in Systems Engineering, Statistics, Data Science, Economics, or a related quantitative field.
• Technical Skills: Strong SQL and Python skills; experience or interest in AI and automation; advanced Excel/Google Sheets and PowerPoint/Google Slides.
• Analytical Skills: Strong analytical and statistical abilities, with a focus on turning data into actionable insights and business improvements.
• Soft Skills: Attention to detail, proactive mindset, ownership, process optimization, communication, and teamwork.
• Languages: Professional proficiency in Spanish and English.

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-w… Wait need to preserve the text correctly.

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