CX Intelligence 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.

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

Team Overview

The CX IBG Business Insights team partners closely with areas that design and operate our customer experience processes, acting as strategic advisors who bring data, insights, and guidance to the table. We embed ourselves in key projects and ensure that the team’s decisions are grounded in robust information, enabling smarter, faster, and more customer-centric outcomes.

In this role, you will drive analytical initiatives, shape metrics frameworks, and help answer critical business questions with clarity and depth. It’s an opportunity to influence CX strategies across multiple markets through rigorous analysis and a passion for elevating customer experiences.

Role Responsibilities

• Deeply understand the information needs of the CX team and other key internal clients, proactively identifying gaps and opportunities to drive the business forward.• Monitor customer-centric KPIs through robust reporting and analytics, promptly alerting the organization to critical developments and strategic opportunities.• Generate actionable, data-driven recommendations that directly improve customer experience and support business objectives.• Act as Point of Contact (PoC) for the CX IBG Business Insights team in Mexico, representing the area and ensuring alignment with local and global stakeholders.• Design, evolve, and maintain automated reports, dashboards, and alert systems to enable self-service and foster a data-driven culture across the organization.• Continuously refine analytical solutions to meet emerging business needs and ensure scalability.• Collaborate with Business Process teams and other stakeholders to develop comprehensive user guides and documentation, guaranteeing the proper use of analytical tools.• Lead training sessions and workshops to empower users to leverage data in solving complex business cases, reinforcing data-driven decision making at all levels.

Role Qualifications

• Proven experience in roles delivering data-driven insights to organizations, such as Business Intelligence, Business Analytics, Finance, Strategic Planning or Business Consulting.• Bachelor’s degree in Engineering, Mathematics, Statistics, Finance, Economics or related fields.• Strong statistical foundation, with the ability to design hypothesis tests and apply appropriate algorithms to solve complex business problems.• Solid Python or R for data analysis and modeling, along with SQL skills and advanced use of Google Sheets (or Excel).• Demonstrated ability to synthesize large, complex datasets into clear insights and actionable recommendations.• Highly results-oriented, with a mindset geared toward continuous improvement and delivering business impact.• Passion for data and uncovering stories behind the numbers.• Strong business acumen to contextualize analyses within strategic objectives.• Communication and stakeholder management skills, capable of engaging both technical and non-technical audiences.• Fluent in English (required); Spanish is a plus.

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