Senior CX Strategy & Operations Analyst

DiDi Chuxing; Ciudad de México; Hybrid; MXN 600.000 - 900.000; Vollzeit

Zusammenfassung

DiDi Global Inc. is seeking a CX Operations Sr. Analyst to drive customer experience strategy and optimize operational excellence across markets. You will partner with Product, Operations, Marketing, Engineering, Risk, and Regional CX teams to ensure customer needs shape decisions while supporting sustainable growth.

The role emphasizes VoC reporting, data-driven insights, and governance of customer-centric initiatives to improve journeys and performance across the DiDi ecosystem.

Qualifikationen

• 4+ years of experience in Customer Experience, Operations Excellence, Business Operations, Strategy, Consulting, Process Improvement, or related fields.
• Proven experience leading cross-functional projects and driving measurable business impact.
• Strong stakeholder management skills with the ability to influence decisions across multiple teams and organizational levels.
• Strong analytical skills with the ability to transform complex datasets into clear insights and recommendations.
• Experience applying process improvement methodologies such as Lean, Six Sigma, Service Design, Customer Journey Mapping, or similar frameworks.
• Excellent problem-solving skills and the ability to structure ambiguous problems into actionable solutions.
• Experience working with customer feedback programs, operational KPIs, customer support data, and customer journey analysis.
• Strong communication and presentation skills, with the ability to convey complex information to technical and non-technical audiences.
• Advanced proficiency in Excel/Google Sheets and data visualization tools (e.g., Tableau, Power BI, Looker) required.
• Professional proficiency in English.

Aufgaben

• Act as a strategic partner to business stakeholders by providing customer insights and operational recommendations that support business objectives.
• Lead cross-functional projects with Product, Operations, Marketing, Engineering, Risk, and Frontline teams to improve customer journeys and operational performance.
• Support business growth initiatives by ensuring customer experience considerations are incorporated into strategic planning and execution.
• Own Voice of Customer (VoC) reporting and customer experience insights, translating findings into actionable improvement plans.
• Analyze customer feedback, operational metrics, and market trends to identify customer pain points, service gaps, and opportunities for improvement.
• Build data-driven business cases to influence product, policy, process, and operational enhancements.
• Evaluate the customer experience impact of new products, features, campaigns, and operational changes before and after launch.
• Conduct deep-dive analyses using customer feedback, surveys, operational KPIs, support interactions, and behavioral data to identify root causes and improvement opportunities.
• Facilitate governance forums, business reviews, and customer-centric rituals to promote customer-focused decision-making across the organization.

Jobbeschreibung

DiDi Global Inc. is seeking a CX Operations Sr. Analyst to drive customer experience strategy and optimize operational excellence across markets. You will partner with Product, Operations, Marketing, Engineering, Risk, and Regional CX teams to ensure customer needs shape decisions while supporting sustainable growth.

The role emphasizes VoC reporting, data-driven insights, and governance of customer-centric initiatives to improve journeys and performance across the DiDi ecosystem.