CX Escalation Analyst: Customer Experience Optimizer

DiDi Global; Ciudad de México; On-site; MXN 240,000 - 420,000; Full time

Job summary

DiDi Global Inc. is seeking a CX Escalation Analyst to join the customer experience team in Mexico City. You will focus on delivering exceptional service, drive continuous improvement, and optimize processes to enhance efficiency and customer satisfaction.

The role requires 1–2 years in service delivery or similar environments, a business-related bachelor’s degree, and strong analytical and communication skills. On-site work in Insurgentes Sur, CDMX, is expected.

Qualifications

• Proven ability to analyze moderate to complex data sets and create performance reports.
• Experience with CRM/BPO management platforms and customer service systems.
• Fluent in English preferred; strong communication with fintech users is essential.

Responsibilities

• Play a key role in projects within a functional CX area.
• Apply expertise to CX tasks with limited guidance and execute complex tasks efficiently.
• Suggest process improvements and refine current playbooks.
• May lead operational teams under guidance of senior members.

Skills

Data analysis

CRM / BPO tools

Strong communication

Problem solving

Adaptability

Accountability

Education

Bachelor's degree in business

Tools

CRM / BPO management tools

Job description

DiDi Global Inc. is seeking a CX Escalation Analyst to join the customer experience team in Mexico City. You will focus on delivering exceptional service, drive continuous improvement, and optimize processes to enhance efficiency and customer satisfaction.

The role requires 1–2 years in service delivery or similar environments, a business-related bachelor’s degree, and strong analytical and communication skills. On-site work in Insurgentes Sur, CDMX, is expected.