Team OverviewAs a CX Operations Analyst, you will support Customer Experience and Customer Service initiatives by analyzing customer feedback, operational performance, and market trends.You will work closely with cross-functional teams to identify customer pain points, generate insights, and contribute to process improvement initiatives that enhance both customer experience and operational efficiency.This role is idóneo for someone with a strong analytical mindset who enjoys working with data, solving problems, and learning how customer experience impacts business performance.Role ResponsibilitiesSupport 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.Role QualificationsExperience 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.EEO StatementWe are committed to building inclusive and diverse teams.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.
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📌 Cx Operations Analyst (Xico)
🏢 Didi Global
📍 Xico