Senior CX Strategy & Insights Analyst

Didi; Ciudad de México; On-site; MXN 600,000 - 1,200,000; Full time

Job summary

DiDi Global Inc. is seeking a CX Operations Sr. Analyst to drive customer experience strategy and operational excellence for the market.

You will partner with Product, Operations, Marketing, Engineering, Risk, and Regional CX teams to ensure customer needs are represented in decisions while supporting sustainable growth. You will own VoC reporting, analyze feedback and KPIs, and build data-driven business cases to influence product and process improvements, ensuring timely governance and

Qualifications

• 4+ years in Customer Experience, Operations Excellence, or related fields.

Responsibilities

• Act as a strategic partner to business stakeholders by providing customer insights and operational recommendations that support business objectives.

Skills

CX strategy

Operations excellence

Stakeholder management

Data analysis

Process improvement

Lean/Six Sigma

VoC reporting

English proficiency

Tools

Excel/Google Sheets

Tableau

Power BI

Looker

Job description

DiDi Global Inc. is seeking a CX Operations Sr. Analyst to drive customer experience strategy and operational excellence for the market.

You will partner with Product, Operations, Marketing, Engineering, Risk, and Regional CX teams to ensure customer needs are represented in decisions while supporting sustainable growth. You will own VoC reporting, analyze feedback and KPIs, and build data-driven business cases to influence product and process improvements, ensuring timely governance and