Delivery Experience Architect

Didi; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

DiDi Global Inc. is seeking a senior Delivery Experience specialist for the Courier Labs team to diagnose poor experience across the entire delivery journey and define actionable standards for training and enforcement.

You will talk directly to merchants and couriers, analyze complaints, quantify impact, and drive prioritization. Fluency in English and Spanish is required to communicate with local partners and users.

Formación

• 5+ years of experience in delivery experience, fulfillment operations, service standards, or a comparable field.
• Grounded front-line execution ability: visit stations, run deliveries firsthand, and call on merchants on an ongoing basis.
• Strong user sensitivity: identify genuine pain points from front-line observation and feedback.
• Solid data analysis capability: pull and interpret data, translate qualitative input into quantitative conclusions.
• English as a working language; Spanish is required for local merchant and courier conversations.

Responsabilidades

• Diagnose poor experience across every node of the delivery journey and identify priority scenarios.
• Define delivery experience standards and behavioral requirements for training and evaluation.
• Build training systems and SOPs, including onboarding and ongoing case reviews.
• Track experience metrics, perform field validation, and iterate standards and training.

Conocimientos

Delivery experience

Front-line execution

User sensitivity

Data analysis

Bilingual English/Spanish

Herramientas

AI productivity tools

Descripción del empleo

DiDi Global Inc. is seeking a senior Delivery Experience specialist for the Courier Labs team to diagnose poor experience across the entire delivery journey and define actionable standards for training and enforcement.

You will talk directly to merchants and couriers, analyze complaints, quantify impact, and drive prioritization. Fluency in English and Spanish is required to communicate with local partners and users.