Senior CX Strategy & Operations Partner

DiDi; Ciudad de México; On-site; MXN 420,000 - 600,000; Full time

Job summary

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

You will leverage customer insights, data, and trends to influence products, policy, and processes while partnering with Product, Operations, Marketing, Engineering, Risk, and regional CX teams. Responsibilities include owning VoC reporting, leading cross-functional projects, and translating insights into concrete improvement plans that boost

Qualifications

• 4+ years of experience in Customer Experience or related fields.
• Experience leading cross-functional projects and driving measurable business impact.
• Strong stakeholder management with influence across teams and levels.
• Strong analytical skills to transform complex data into clear insights and recommendations.
• Experience applying process improvement methodologies (Lean, Six Sigma, Service Design, Customer Journey Mapping).
• Excellent problem-solving and ability to structure ambiguous problems into actionable solutions.
• Experience with customer feedback programs, operational KPIs, and customer journey analysis.
• Strong communication and presentation skills for technical and non-technical audiences.
• Advanced proficiency in Excel/Google Sheets and data visualization tools.

Responsibilities

• Act as a strategic partner by providing customer insights and operational recommendations.
• Lead cross-functional projects to improve customer journeys and operational performance.
• Support growth initiatives by incorporating CX considerations into planning and execution.
• Own VoC reporting and translate findings into actionable improvements.
• Analyze customer feedback, KPIs, and market trends to identify pain points and opportunities.
• Build data-driven business cases to influence product, policy, and processes.
• Evaluate CX impact of new products, features, campaigns, and changes.
• Conduct deep-dive analyses to identify root causes and improvements.
• Facilitate governance forums and customer-centric reviews to promote data-informed decisions.

Skills

Customer Experience

Operations Excellence

Strategy

Process Improvement

Stakeholder Mgmt

Data Analysis

Excel/Sheets

Tableau/Power BI

English Proficiency

Tools

Tableau

Power BI

Looker

Excel

Google Sheets

Job description

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

You will leverage customer insights, data, and trends to influence products, policy, and processes while partnering with Product, Operations, Marketing, Engineering, Risk, and regional CX teams. Responsibilities include owning VoC reporting, leading cross-functional projects, and translating insights into concrete improvement plans that boost