Postes à Ciudad De Mexico, Mexique

DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and financial services.

DiDi provides car owners, drivers, and delivery partners with flexible work and income opportunities. It is committed to collaborating with policymakers, the taxi industry, the automobile industry and the communities to solve the world’s transportation, environmental and employment challenges through the use of AI technology and localized smart transportation innovations. DiDi strives to create better life experiences and greater social value, by building a safe, inclusive and sustainable transportation and local services ecosystem for cities of the future.

The CX Mechanism Sr. Analyst will be responsible for designing, implementing, and optimizing customer experience mechanisms to drive operational excellence and improve customer satisfaction. This role requires a deep understanding of CX frameworks, data-driven decision-making, and cross-functional collaboration to enhance the overall customer journey. Additionally, the Sr. Analyst will be responsible for developing and delivering comprehensive reports to engage key stakeholders, ensuring alignment with business objectives and driving actionable insights to continuously enhance the customer experience.

CX Mechanism Development & Optimization

• Developing & Optimizing CX Mechanisms – Designing and implementing scalable CX mechanisms to measure, track, and improve customer satisfaction across multiple touchpoints.
• Identifying & Closing CX Gaps – Identifying gaps in current customer experience processes and proposing solutions to enhance efficiency and effectiveness.
• Aligning with Business Goals – Ensuring mechanisms are aligned with business goals, customer expectations, and industry best practices.
• Collaborating with Cross-Functional Teams – Working with cross-functional teams (COE, BI, CX Product, Governance, etc.) to embed customer-centric solutions into business processes.

Data Analysis & Insights Generation

• Analyzing Customer Feedback – Analyzing customer feedback data from various sources (e.g., surveys, NPS, CSAT, contact center data) to identify trends, pain points, and opportunities for improvement.
• Leveraging Data Analytics – Leveraging data analytics tools to provide actionable insights to different departments and leadership.
• Performing Root Cause Analysis – Performing root cause analysis to understand drivers of customer dissatisfaction and recommending targeted actions.

Reports to Engage Stakeholders

• Developing & Delivering Reports – Developing and delivering customized reports and dashboards to engage stakeholders at all levels, from frontline teams to executive leadership.
• Creating Visual Reports – Creating visually compelling and easy-to-understand reports using tools such as Google Suite, Cooper, Microsoft 360, among others.
• Providing Regular Updates – Providing regular updates on key CX metrics (e.g., NPS, CSAT, CES, FCR, SLA adherence) to ensure transparency and drive strategic actions.
• Presenting Insights & Recommendations – Presenting insights and recommendations in monthly and quarterly business reviews, leadership meetings, and cross-functional workshops.
• Collaborating with Department Leads – Collaborating with department leads to ensure CX reporting aligns with business priorities and supports continuous improvement initiatives.

Voice of Customer (VoC) Programs

• Leading VoC Development – Leading the development and continuous improvement of VoC programs to collect and act on customer insights.
• Monitoring VoC Effectiveness – Monitoring VoC program effectiveness and suggesting enhancements to ensure customer feedback is effectively captured and utilized.
• Partnering for Actionable Insights – Partnering with internal stakeholders to turn customer insights into actionable improvement plans.

Process Improvement & Automation

• Collaborating on Automation – Working closely with technology teams to automate CX reporting and insight generation, reducing manual effort and increasing accuracy.
• Implementing Automated Reporting – Implementing automated reporting solutions to provide real-time insights into customer experience trends.
• Standardizing Reporting Processes – Documenting and standardizing reporting processes for consistency and scalability across business units.

Customer Journey Mapping

• Supporting Journey Mapping – Supporting customer journey mapping exercises to identify pain points and opportunities for CX enhancements.
• Providing Data-Driven Insights – Providing data-driven insights to optimize customer touchpoints and improve overall satisfaction.
• Partnering with UX and Product Teams – Partnering with UX and Product teams to align process improvements with customer needs.

Stakeholder Engagement & Communication

• Serving as Liaison – Serving as a liaison between CX teams and other business units, ensuring alignment on customer experience goals.
• Communicating Findings – Effectively communicating findings and strategic recommendations through presentations, reports, and data storytelling.
• Conducting Stakeholder Meetings – Conducting regular stakeholder meetings to review performance, identify priorities, and foster a customer-centric culture.

Required:

• Bachelor's degree in Business, Marketing, Data Analytics, or a related field.
• 3+ years of experience in customer experience, service operations, or a similar role in a fast-paced environment.
• Experience in developing and delivering executive-level reports and presentations.
• Strong analytical skills with proficiency in data visualization tools (e.g., Power BI, Tableau, Looker).
• Hands-on experience with CX platforms (e.g., Medallia, Qualtrics, Zendesk, Salesforce).
• Excellent written and verbal communication skills with the ability to translate complex data into actionable insights.
• Solid understanding of CX metrics such as NPS, CSAT, CES, and their business impact.

Preferred:

• Experience in process improvement methodologies such as Six Sigma, Lean, or Agile.
• Familiarity with AI-driven customer service technologies (chatbots, sentiment analysis, etc.).
• Knowledge of storytelling techniques to present data-driven narratives to stakeholders.

Key Competencies:

• Strong problem-solving and critical thinking skills.
• Customer-centric mindset with a passion for enhancing user experiences.
• Ability to work independently and manage multiple projects simultaneously.
• High attention to detail and commitment to quality.
• Adaptability and willingness to work in a dynamic, evolving environment.

• We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
• We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
• We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
• We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

We are committed to building inclusive and diverse teams.

At DiDi, we believe that our differences are our biggest source of strength. That‘s why we are committed to promoting equal opportunities to all candidates and employees as an Equal Opportunity Employer.

Employment and advancement decisions at DiDi are always made based on the needs of the position and the qualifications of the candidate. We do not discriminate against any employee or applicant based on their gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion and beliefs, or any other status protected by applicable laws wherever we operate.

We are committed to building inclusive and diverse teams, and a workplace that is free from discrimination and harassment, because that’s how we create better products and services, make better decisions and better serve the communities we’re a part of.