Senior CX Insights Analyst – Social Media & AI

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

Job summary

DiDi Global Inc. seeks an experienced Customer Experience Coordinator to monitor social media, generate insights, and support research with data-driven decisions.

You will apply light user research and AI-assisted analysis to identify opportunities and mitigate reputational risk across platforms such as Instagram, Facebook, X, and YouTube. The role requires strong analytical skills, excellent communication, and the ability to collaborate with Marketing, Safety & Security, Risk, Fraud, Brand, and

Qualifications

• 3–5 years of experience in social media insights or similar role.
• Experience with listening tools (Brandwatch, Sprinklr, Stilingue) and analytics.
• Familiarity with light user research methods and data analysis.

Responsibilities

• Plan and execute social media monitoring to identify opportunities and insights.
• Use AI tools to accelerate insight generation and reporting.
• Translate data into actionable insights for stakeholders across teams.
• Collaborate with Marketing, Safety, Risk, Brand, and Legal to protect brand health.
• Stay updated on platform features and trends for cross‑business impact.

Skills

Social media insights

Competitive intelligence

Listening tools

Social media analytics

User research methods

AI tools

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in Marketing, Communications, Business

Tools

Brandwatch

Sprinklr

Stilingue

Job description

DiDi Global Inc. seeks an experienced Customer Experience Coordinator to monitor social media, generate insights, and support research with data-driven decisions.

You will apply light user research and AI-assisted analysis to identify opportunities and mitigate reputational risk across platforms such as Instagram, Facebook, X, and YouTube. The role requires strong analytical skills, excellent communication, and the ability to collaborate with Marketing, Safety & Security, Risk, Fraud, Brand, and