Delivery Experience Architect

Didi-Global-; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

DiDi Global Inc. is building a Courier Labs team within the SSL Delivery division to enhance courier and delivery service standards.

This role focuses on diagnosing poor experiences, defining standards, and enforcing training systems to ensure consistent, high-quality last‑mile performance across diverse scenarios. Ideal candidates combine frontline execution capability with strong data analysis and fluency in English and Spanish, enabling direct collaboration with merchants, couriers, and users

Qualifications

• 5+ years of experience in delivery experience, fulfillment operations, service standards, or a comparable field.
• Grounded front-line execution ability: willing to 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 user feedback.
• Solid data analysis capability: pull, break down, and attribute data; proficient with AI tools for productivity.
• English as a working language; Spanish is required.

Responsibilities

• Diagnosing poor experience and finding opportunity across every node of the delivery journey.
• Defining delivery experience standards and behavioral requirements for multiple scenarios.
• Education and enforcement: build training materials, certification, and rules with accountability.
• Tracking and iteration: monitor experience metrics and perform field validation and mystery shopping.

Skills

Delivery experience

Front-line execution

User sensitivity

Data analysis

English

Spanish

Job description

DiDi Global Inc. is building a Courier Labs team within the SSL Delivery division to enhance courier and delivery service standards.

This role focuses on diagnosing poor experiences, defining standards, and enforcing training systems to ensure consistent, high-quality last‑mile performance across diverse scenarios. Ideal candidates combine frontline execution capability with strong data analysis and fluency in English and Spanish, enabling direct collaboration with merchants, couriers, and users