Customer Experience Senior 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.

Team Overview:
We are looking for a high-performing senior analyst that will participate in initiatives and projects for Spanish Speaking LATAM, with a main focus on improving our user experience through every path of our customer journey. We are looking for professionals that can be capable of translating numbers and trends into appealing projects and work with different teams to make them a reality.

Role Responsibilities:

- Execute qualitative and quantitative studies as surveys and benchmarking with proper support and guide.
- Give ideas for creating solutions and hypotheses for improving courier experience, internal systems, end-user products and channels globally with the team.
- Define and create UX concepts based on an understanding of the business requirements and end-user needs through up-front, end-user research.
- Communicate research findings, conceptual ideas, detailed design, and design rationale effectively both verbally and visually Collaborate effectively with remote team members.
- Being able to manage budget and keep track of spend Follow up of projects that envolves different areas of the business.

Role Qualifications:

- Have good program management and execution skills.
- Be a self-starter, deal with a lot of ambiguity.
- Learn quickly with a growth mindset 2-3 years of experience as a Qualitative Researcher.
- Bachelor’s degree or equivalent experience in a related field.
- Proven to be self-motivated.
- Preferred degree industrial engineering, business administration.
- 3+ years’ work experience in process improvement roles.
- Fluent English and Spanish. Deep experience with continuous improvement methodologies. (Black/Green previous experience is preferred).
- Strong analytical and critical thinking skills.
- Ability to lead individuals in creating and executing the best solutions for the business, partners and consumers. Ability to think strategically and execute tactically, and a persistent attention to detail.
- Advanced in PowerPoint or other presentation tools and in Excel or other data management tools.

EEO Statement:
**You'll love working at DiDi because**
- 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 serve the communities we’re a part of.