CX Product Ops Lead – Fintech & Data Insights

Didi; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

DiDi is expanding its CX Center of Operations with a focus on Fintech solutions. You will join a multinational team delivering intelligent channel strategies, reducing user effort, and optimizing CX with data-driven insights.

The role emphasizes product discovery, OKR tracking, and stakeholder collaboration across Product, Engineering, and Operations to drive improvements in our customer experiences.

Qualifications

• Bachelor degree in a quantitative discipline; 5+ years in product operations and/or user experience/research, data analytics, or business insights.
• Experience in Fintech sector is a plus.
• Excel is mandatory; Advanced SQL and Python knowledge required.
• Strong analytical and problem-solving skills.
• Experience collaborating with Product, Engineering, and Operations teams.
• Data visualization skills with Tableau, Power BI, or Data Studio.
• Fluent English and Spanish; Mandarin a plus.
• Experience in CX operations is a plus.

Responsibilities

• System configurations: Ensure accurate system configuration and collaborate with UX writing teams on customer-facing solutions.
• Identify opportunities to reduce customer effort and eliminate friction.
• Support usability testing and customer validation activities.
• Ensure customer-centric principles are embedded in product development.
• Process optimization: Improve product and user journey; collaborate with product managers to streamline workflows.
• Continuous improvement: Analyze operations, research, benchmark, and run in-app tests to find root causes.
• Data analysis & reporting: Analyze product metrics and maintain dashboards to track KPIs.
• Cross-functional support: Help multiple departments coordinate launches and resolve bottlenecks.
• Risk & issue management; support strategic decision making with data-driven insights.

Skills

Product ops

Fintech

Excel

SQL

Python

Analytical skills

Cross-functional

Tableau

Power BI

Data Studio

English

Spanish

CX ops

Education

Bachelor's degree in a quantitative discipline

Tools

SQL

Python

Excel

Job description

DiDi is expanding its CX Center of Operations with a focus on Fintech solutions. You will join a multinational team delivering intelligent channel strategies, reducing user effort, and optimizing CX with data-driven insights.

The role emphasizes product discovery, OKR tracking, and stakeholder collaboration across Product, Engineering, and Operations to drive improvements in our customer experiences.