CX Operations Senior Analyst

Company Overview

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.

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Team Overview

As a CX Operations Sr. Analyst, you will be responsible for driving Customer Experience strategy and operational excellence initiatives for the market. You will leverage customer insights, operational data, and market trends to identify opportunities, influence business decisions, and lead initiatives that improve both customer experience and operational efficiency.

This role partners closely with Product, Operations, Marketing, Engineering, Risk, and Regional CX teams to ensure customer needs are represented in business decisions while supporting sustainable business growth.

Role Responsibilities

• 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.

Role Qualifications

• 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.

EEO Statement

• 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms