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:
The Backoffice CX team sits at the core of DiDi’s operational stability and customer experience. In this role,



you’ll design and optimize end-to-end Backoffice processes, working closely with Operations, QA, Data, and Risk teams to reduce recontact and improve resolutivity. We’re looking for a proactive, structured, and analytical thinker who enjoys turning complex problems into clear, scalable processes. You’ll gain exposure to cross-functional stakeholders and play a key role in shaping how Backoffice CX operates and evolves.

Role Responsibilities:
- Own Backoffice CX processes end-to-end, from documentation to continuous optimization.
- Analyze contact reasons and operational data to reduce recontact and improve first-time resolution.
- Design, maintain, and improve process cards, ensuring clarity, efficiency, and usability for operations teams.
- Partner closely with Service Delivery, QA, WFM, Data, Risk, and Product teams to align processes and resolve dependencies.
- Lead small to mid-scale process improvement in

📌 Cx Analyst (Cuauhtémoc)
🏢 Didi Global
📍 Cuauhtémoc