CX Governance Analyst

CX Governance Analyst Job Locations: BR-SP-Sao Paulo | MX-MEX-Mexico City 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. For more information, please visit: Team Overview Our international Customer Experience (CX IBG) is key to delivering a great journey to all customers. Our team is dynamic, multicultural, diverse, and full of passionate people whose mission is to deliver a WOW service to our clients all over the world. The CX Governance Analyst works with CX Senior Leadership and CX Global Governance team to align the CX Global Strategy, key objectives, ensure the execution of the strategy, and support key projects to achieve our goals. This role will conduct strategic planning, risk assessment, and resource allocation for sustainable practices and technological innovation to ensure efficient and reliable service delivery. Being curious, proactive, and extremely organized will lead you to success in this fast‑paced environment. Foster a strong culture of Performance Management across DiDi by guiding the definition of ambitious and realistic objectives to ensure the disciplined execution of projects and initiatives and deliver the expected results. Role Responsibilities Support on target setting both OKRs and projects. Benchmark opportunities for efficiency across CX areas and governance processes to implement new ways of working. Ensure time allocated is done based on impact. Responsible for supporting the CX Governance team and monitoring day‑to‑day execution of the business operations and key transformational projects assigned to your portfolio. For that, act on four pillars: Strategic Planning and Deployment : gather insights and research to support the strategic planning process of the teams you are working with. Work as a facilitator, engaging with different teams in actions impacting performance that require multiple areas of involvement and support: clear impact of projects and initiatives; cross‑validation between stakeholders for OKR setting and cascading. Work collaboratively with the Strategy and Ops team to accelerate project execution. Strategic Projects and Performance Tracking : support on project management setup, capabilities, and best practices; monitor progress and results, support with problem solving, new project requests from local teams for CX projects; track and assure initiative delivery processes, helping the team when initiatives are not achieving the required outcome; monitoring of strategic indicators through reports and meeting cadences to escape risks and support the removal of roadblocks across areas; deliver the OKRs results. Agendas : oversee and maintain CX Governance Calendar; schedule and organize performance reviews and communicate timelines; establish processes to effectively communicate CX insights to relevant stakeholders through appropriate channels and regular rituals. Process Management : (details omitted). Role Qualifications Work experience in related areas or in professional service industries. Experience in Consulting, Strategic Planning, PMO or Tech Companies is a plus. Strong problem‑solving, written and communication skills. Independent, self‑starter, ability to multitask. Good problem‑solving skills and a proactive approach to identifying opportunities for improvement. Proficiency in Excel and PowerPoint is essential. Strong financial and analytical skills. Proficient English (oral and written) is mandatory: the position requires daily interaction with international stakeholders living in Brazil, Mexico, and abroad. Data‑driven approach and analytical mindset to track key performance indicators. Proactive and hands‑on attitude. Ability to work with and support multiple stakeholders. Plus, know how to manage projects in Monday System. 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. 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. I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on #J-18808-Ljbffr