Delivery Experience Architect — Bilingual (Spanish)

DiDi Global; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

DiDi Global is seeking an experienced Delivery Experience Specialist to join our Courier Labs team within the SSL Delivery division. You will diagnose gaps across the delivery journey, talk directly to merchants and couriers, and translate feedback into prioritized improvement opportunities.

You will define practical delivery standards, build training and enforcement programs, and track impact with field validation and data analysis.

Formación

• 5+ years of experience in delivery experience or fulfillment operations.
• Grounded front-line execution ability: visit stations, run deliveries, and engage merchants.
• Strong user sensitivity to identify real pain points from frontline observation and feedback.
• Solid data analysis capability; convert qualitative observations into quantitative insights; familiarity with AI tools.
• English as working language; Spanish fluency required for local conversations.

Responsabilidades

• Diagnose poor experience across the delivery journey and identify root causes.
• Talk directly to merchants and users to gather feedback and pin down critical scenarios.
• Define delivery experience standards and training requirements for vendors and couriers.
• Track experience metrics and iterate standards based on field checks and data.

Conocimientos

Delivery operations

Data analysis

Bilingual English/Spanish

Herramientas

AI tools

Descripción del empleo

DiDi Global is seeking an experienced Delivery Experience Specialist to join our Courier Labs team within the SSL Delivery division. You will diagnose gaps across the delivery journey, talk directly to merchants and couriers, and translate feedback into prioritized improvement opportunities.

You will define practical delivery standards, build training and enforcement programs, and track impact with field validation and data analysis.