Cx Product Operations Intern

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.LI-HybridTeam Overview:This position is part of our CX Product Operations team, where you will join a diverse, multinational group responsible for: a) enhancing automated solutions through intelligent channel strategies and continuous improvement; b) ensuring the best possible experience for users in our help center.In this role, you will focus primarily on our Food business and build strong relationships with key stakeholders. You will be expected to contribute to OKR performance tracking, support product discovery, and analyze data to identify correlations and root causes. Additionally, you will propose solutions to optimize CX channel operations, improving performance and making them more actionable for internal stakeholders, while ensuring system configurations align with business needs.Role Responsibilities:- Assisting in the development and maintenance of data tools and recurring reports to track OKRs and key efficiency/experience metrics, providing the necessary support and guidance.- Conducting in-depth analysis, identify correlations, and investigate data to uncover the root causes of business issues, supporting the team's solution prioritization.- Ensuring proper system configuration and support UX writing for customer-facing solutions, aligning with business needs while tracking actions and their impact.- Collaborating with user research, benchmarks, in-app tests, and other activities to gain deeper insights into our products, systems, and customer-facing solutions.- Actively participating in meetings and workshops with stakeholders, contributing valuable insights and supporting decision-making processes.Role Qualifications:- Ongoing undergraduation degree in a quantitative discipline: engineering, economics, technology or related fields- Programming-related, databases and data processing knowledge and experience. Excel and SQL is mandatory.- Advanced skills in Microsoft or Google tools (Excel, PowerPoint, Google Slides, Google Spreadsheet).- Demonstrated problem solving skills, with data-driven and analytical approach- Excellent oral and written communication skills.- Resilience, ability to work in a very dynamic, fast environment and highly motivated- Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.- Customer centricity and has the ability to develop creative solutions to a variety of complex problems- Fluent Business English and Spanish. Mandarin is a plus.It would be also nice if you have:- Strong skills and knowledge in data visualization tools (such as Tableau, Power BI, DataStudio)- Previous experience in data analytics, business insights, product operations and/or user research- Knowledge in experimental design (such as A/B experiments)General knowledge of User experience (UX/UI)- CX operation knowledgeThis position is to be based in Mexico City, Mexico.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 mak