Customer Success 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

We are looking for a highly analytical and proactive Senior Customer Success Analyst (Account Ops & Onboarding) to support the DiDi Food team in LATAM.

The Account Ops and Onboarding area sits at the heart of our Customer Success organization. We manage the end-to-end operational lifecycle of our restaurant partners—from ensuring a seamless store setup and managing the logistics of operational devices, to driving feature adoption and providing technical support to drive restaurants long term success.

As a Senior Analyst, you’ll be the analytical owner for high-impact Customer Success initiatives, partnering with Commercial, Operations, Product, and Strategy to design metrics, processes, and surface insights that change how we operate at scale. You’ll lead analyses end-to-end—from data modeling and experimentation to stakeholder storytelling—while turning complex, multi-source data into decisions that improve our KPIs and drive continuous improvement.

This role is ideal for someone who is exceptionally data and detail-oriented, passionate about continuous improvement, and driven to use technology and data to eliminate operational bottlenecks. 

 

Role Responsibilities

• Driving automation and AI initiatives: Identifying operational inefficiencies and manual processes, and deploying scalable solutions using Python, SQL, and AI tools to automate repetitive reporting and operational tasks.

• Generating actionable insights: Carrying out advanced analyses to identify trends and root causes, turning these findings into direct action plans that improve operational execution and restaurants performance.

• Forecasting and capacity planning: Modeling agents productivity to optimize resource allocation and eliminate idle capacity.

• Establishing data quality & governance: Building reliable data models, coordinating data from multiple internal and external sources, and diagnosing performance drivers to keep databases and trackers updated.

• Communicating with clarity: Designing automated daily KPI monitors, WBR packs, and team scorecards, while crafting concise, exec-ready narratives that connect data insights to strategic decisions and actionables.

Role Qualifications

• Education: Degree in Systems Engineering, Statistics, Data Science, Economics, or a related quantitative field.
• Technical Skills: Strong SQL and Python skills; experience or interest in AI and automation; advanced Excel/Google Sheets and PowerPoint/Google Slides.
• Analytical Skills: Strong analytical and statistical abilities, with a focus on turning data into actionable insights and business improvements.
• Soft Skills: Attention to detail, proactive mindset, ownership, process optimization, communication, and teamwork.
• Languages: Professional proficiency in Spanish and 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.

 

 

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