CX Operations Analyst

In this role, you'll be...

Support the preparation of Voice of Customer (VoC) and customer experience reports to identify opportunities for improvement.

Collect, organize, and analyze customer feedback from surveys, reviews, support interactions, and other customer data sources.

Monitor customer experience and operational performance metrics to identify trends, patterns, and potential issues.

Perform root cause analyses to understand customer pain points and support the development of improvement recommendations.

Analyze the customer impact of new products, features, policies, and operational changes.

Support customer journey mapping and customer experience research initiatives.

Assist in documenting, reviewing, and improving customer service processes and operational procedures.

Conduct market and competitor research to identify industry trends and best practices.

Partner with Product, Operations, Marketing, Engineering, and Frontline teams to gather information and support ongoing projects.

Prepare presentations, dashboards, and reports that help stakeholders understand customer experience performance.

Support the execution of continuous improvement initiatives and operational excellence projects.

Participate in customer-centric forums, meetings, and business reviews by providing analytical support and insights.

Develop a data-driven mindset by leveraging customer, operational, and business data to support decision-making and identify opportunities for improvement.

We're eager to be in touch because you have...

Experience in Customer Experience, Operations, Business Analysis, Consulting, Research, Data Analysis, or related fields.

Strong analytical and problem-solving skills with high attention to detail.

Ability to work with data and transform findings into clear insights and recommendations.

Curiosity and willingness to learn about customer experience, operations, and business processes.

Basic knowledge of process improvement concepts, customer journey mapping, service design, or related methodologies is a plus.

Proficiency in Excel or Google Sheets; experience with data visualization tools.

Ability to break down problems into manageable components and approach them in a structured way.

Strong written and verbal communication skills.

Ability to collaborate effectively in a fast-paced, cross-functional environment.

Bachelor's degree required.

Professional proficiency in English.

You'll love working at DiDi because...

We create user 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.

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.

Growth
We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion
Diversity is one of our biggest strengths. Our differences are what make 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.