CX Ops Intern — Fintech Analytics & Insights

DiDi; Ciudad de México; Presencial; Jornada completa

Descripción del empleo

About The Company

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 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

About The Team/role

As a CX Operations Intern, you will support the Customer Experience and Customer Service team with data collection, analysis, and research that helps the team understand customer pain points and improve service. You will work alongside analysts on real projects, learning how customer feedback and operational data turn into decisions that affect millions of users.

It fits someone curious about data, customer experience, and how a large tech platform operates.

In this role, you’ll be...

• Helping collect, organize, and clean customer feedback from surveys, reviews, and support interactions.
• Supporting the preparation of Voice of Customer (VoC) and customer experience reports.
• Tracking customer experience and operational metrics, and flagging trends or issues you notice.
• Assisting with root cause analysis to understand why customers run into specific problems.
• Conducting market and competitor research on industry trends and best practices.
• Building dashboards, charts, and slides that help the team share what the data says.
• Supporting customer journey mapping and documentation of customer service processes.
• Partnering with analysts and cross-functional teams (Product, Operations, Marketing, Frontline) to gather information for ongoing projects.

We\'re eager to be in touch because you have...

• Current enrollment in a Bachelor\'s program (Business, Engineering, Economics, Data, or a related field).
• A strong analytical mindset and attention to detail.
• Curiosity about customer experience, operations, and how businesses make decisions with data.
• Working proficiency in Excel or Google Sheets; any exposure to data visualization tools is a plus.
• The ability to break a problem into smaller parts and work through it in a structured way.
• Clear written and verbal communication.
• Comfort working in a fast-paced, collaborative environment.
• Advanced English.

You\'ll love working at DiDi because...

We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make 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.