CX Product Operations 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

This position is to join our CX Product Operations analyst team. You will be joining a very diverse and multinational team, that is responsible for enhancing the automated solutions through intelligent channel strategy and continuous improvement, and guaranteeing the final users the best experience in our help center. This role will be more focused on our Mexico Fintech business, and we expect you to develop trustful relationships with those stakeholders.

We expect you to learn and contribute to the OKR performance tracking, product discovery, and solutions proposal for the CX channels operation, aiming to improve our channel performance capabilities, making them even more useful and actionable to our key internal stakeholders.

Role Responsibilities

• Supporting the development and maintenance of data tools and recurrent reports to track the OKR and main efficiency/experience metrics performance.
• Running deep dives, data analysis, and correlations to help understand the root cause of the business issues and supporting the team with the solutions prioritization.
• Supporting the execution of system adjustments for C-end solutions and ensuring the tracking of actions and their impact.
• Collaborating with user research, benchmarks, in-app tests, and other activities to better understand our product, systems, and C-end solutions.
• Participating in meetings and workshops with stakeholders.

Role Qualifications

• University degree: engineering, economics, technology, marketing or any related field.
• Experience in data analytics, business insights, product operations and/or user research is a plus.
• Programming-related, databases and data processing knowledge and experience. Excel is mandatory. SQL is a plus.
• Strong skills and knowledge in data visualization tools (such as Tableau, Power BI, DataStudio) is a plus.
• Advanced skills in Microsoft or Google tools (Excel, PowerPoint, Google Slides, Google Spreadsheet) is mandatory.
• Knowledge in experimental design (such as A/B experiments) is a plus.
• General knowledge of User experience (UX) is a plus.
• Problem solving, analytical thinking and data-driven skills.
• Excellent oral and written communication skills.
• Resilient, able to work in a very dynamic, fast and highly motivated environment.
• Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
• Must be customer centric and have the ability to develop creative solutions to a variety of complex problems.
• Fluent Business English and Spanish is mandatory.
• Fluent Business Mandarin is a plus.
• CX operation knowledge 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