Senior CX Insights Analyst — Social Media & AI

Didi; Ciudad de México; On-site; MXN 400,000 - 560,000; Full time

Job summary

DiDi is hiring a Customer Experience Coordinator to drive social media insights and online reputation management. You will leverage listening tools, conduct light user research, and translate data into actionable insights for stakeholders across Marketing, Risk, and Legal.

You will apply AI to accelerate analysis and reporting in a fast-paced, multicultural setting. You will collaborate with cross-functional teams in a growing global mobility platform, contributing to improved user journeys and

Qualifications

• 3-5 years of experience in social media insights, competitive intelligence, or a similar role.
• Proven experience with listening tools and social media analytics.
• Familiarity with user research methods (surveys, interviews, desk research).
• Comfortable turning data into actionable insights for stakeholders.
• Experience with AI tools in insights, research, or reporting work.
• Excellent communication and collaboration across teams.

Responsibilities

• Monitor social media activity and generate insights for operational opportunities.
• Use listening tools (Brandwatch, Sprinkler, Stilingue) to track trends and sentiment.
• Conduct light user research (surveys, interviews, desk research) to enrich listening data.
• Analyze data and translate results into actionable insights for stakeholders.
• Apply AI tools to accelerate insight generation and reporting.
• Collaborate with Marketing, Safety & Security, Risk, Fraud, Brand and Legal teams.
• Stay updated on platform features and trends; share SME knowledge across teams.
• Work across departments and regions in a fast-paced environment.

Skills

Social media insights

Competitive intelligence

Data analysis

AI tools familiarity

Communication skills

Multicultural collaboration

Platform knowledge

Education

Bachelor's degree

Tools

Brandwatch

Sprinkler

Stilingue

AI tools

Dashboards

Job description

DiDi is hiring a Customer Experience Coordinator to drive social media insights and online reputation management. You will leverage listening tools, conduct light user research, and translate data into actionable insights for stakeholders across Marketing, Risk, and Legal.

You will apply AI to accelerate analysis and reporting in a fast-paced, multicultural setting. You will collaborate with cross-functional teams in a growing global mobility platform, contributing to improved user journeys and