Senior Social Media Insights Analyst - CX & AI

Didi-Global-

Ciudad de México

On-site

MXN 300,000 - 540,000

Full time

7 days ago

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Job summary

DiDi Global Inc. is seeking a Customer Experience Coordinator to leverage social media listening and insights to protect brand health and guide decision-makers across Marketing, Risk, and Legal. The role combines data analysis, light user research, and AI-enabled workflows to scale insights in a fast-paced, multicultural environment.

You will work across platforms and collaborate with teams globally to translate data into actionable improvements of the user journey and experience.

Qualifications

3-5 years of experience in social media insights, competitive intelligence, or a similar role.
Proven experience with listening tools (Brandwatch, Sprinkler, Stilingue) and social media analytics.
Familiar with light user research methods (surveys, interviews, desk research).
Comfortable turning data into actionable insights using dashboards and spreadsheets.
Hands-on experience with AI tools for insights, research, or reporting.
Strong analytical and problem-solving skills with data-driven thinking.
Experience in customer experience operations or related fields.
Excellent communication skills to present findings to stakeholders.
Strong knowledge of social media platforms and their functionalities.
Ability to thrive in a cross-business, multicultural environment.

Responsibilities

Plan and execute monitoring and analysis of social media activity to identify opportunities and generate insights.
Plan and execute the use of advanced listening tools to track trends, conversations, and sentiment.
Plan and execute light user research activities that complement listening data with context.
Plan and execute data analysis on research and listening outputs, translating data into insights.
Plan and execute the use of AI tools to accelerate insight generation, synthesis and reporting.
Stay current on emerging AI capabilities relevant to insights work and apply them to processes.
Plan and deliver actionable insights to Marketing, Safety & Security, Risk, Fraud, Brand, and Legal teams.
Integrate quantitative and qualitative data to improve the user journey and experience.
Monitor market trends and competitor activities across business areas (Food, Ridesharing, Fintech).
Identify situations with potential to go viral and develop mitigation strategies.
Stay updated on social media features and trends; act as SME for cross-functional teams.
Collaborate across departments and geographies in a fast-paced environment.