Analista de Operaciones de Experiencia del Cliente (Afirmativa para Personas con Discapacidad)

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.

 

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid

Team Overview

As a CX Operations Analyst you will be in charge of working with multiple business stakeholders in order to support the deployment of cross functional projects and analyzing our operational performance. You will work closely with regional teams to identify customer pain points, gather insights, and contribute to process improvement initiatives that drive both customer experience and operational efficiency.

This role is ideal for someone with an analytical mindset who enjoys working with data, solving problems, and learning how customer experience impacts business performance.

Role Responsibilities

• Support the coordination of projects and initiatives across Latam regions, maintaining visibility of project milestones, owners, deliverables, dependencies, risks, and timelines.

• Monitor and analyze key Service Delivery indicators across channels, regions, and operations, identifying performance trends, anomalies, deviations, and emerging operational risks.

• Support regional teams to conduct root-cause analyses to understand performance gaps and identify actionable improvement opportunities.

• Generate actionable insights for our internal teams to continuously improve processes and tools that directly impact the user experience.

• Assist in documenting operational procedures for our BPOs.

• Participate in business meetings and reviews, providing analytical support.

Role Qualifications

• Experience in Customer Experience (CX), Operations, Business Analysis, Consulting, Research, Data Analysis, or related fields.

• Intermediate English.

• Strong understanding of performance management and operational KPIs.

• Proficiency in Excel and/or Google Sheets, with solid analytical skills and the ability to translate data into actionable insights.

• Effective time management.

• Strong oral and written communication skills.

• Ability to thrive in a multicultural environment and work collaboratively across teams and regions.

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