Company Overview:
DiDi Integral 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.
LI-Hybrid
Team Overview:
We are seeking a strategic and customer-focused CX Ops Analyst to help shape and enhance our users’ experience. In this role, you will design and optimize customer experience processes, analyze user feedback to uncover improvement opportunities, and implement best practices from diverse industries. Additionally, you will support and contribute to strategic projects while collaborating with cross-functional teams to ensure CX initiatives align with broader business objectives.
Role Responsibilities:
- Designing, optimizing, and standardizing customer experience processes, aligning them with best practices and market realities while fostering a culture of continuous improvement.
- Analyzing user feedback and CX KPIs to uncover improvement opportunities, generating actionable insights, and ensuring high customer satisfaction.




- Examining existing and future business processes, working with global internal teams to drive and support continuous improvement initiatives.
- Benchmarking products and services against competitors, identifying and prioritizing areas for improvement to stay ahead in the market. Recognizing and addressing organizational barriers to ensure the successful implementation of new programs and projects.
- Contributing to strategic projects in the customer service area by defining standards, creating playbooks, and aligning initiatives with business goals.
- Collaborating across teams to ensure CX initiatives are effectively executed and deliver meaningful results.
Role Qualifications:
- Fluency in English (mandatory). 1+ years of relevant work experience in management consulting, operations, customer service, or business development (preferred background in Internet & Consulting with customer service experience). Advanced proficiency in Excel, Tableau, Power BI, and data warehouse management. Hands-on experience with continuous improvement methodologies. Exceptional communication skills, both written and verbal. Proven experience in creating and optimizing processes. Strong analytical and critical thinking skills with a data-driven approach.
- What we really want to see in you:
- Data, data, and more data! Bring examples that showcase your accomplishments with hard, data-driven facts.



A customer-centric mindset and the ability to develop creative solutions for complex problems. Clear examples of management experience where you drove change, innovated, and motivated your team to succeed. A team player attitude.
Share your stories of collaboration and how your team achieved success together!
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.**
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

📌 Cx Analyst (Ciudad Obregón)
🏢 Didi Global
📍 Ciudad Obregón