Experience Management 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.LI-Hybrid Team Overview:You will join the team responsible for the end-to-end journey of DiDi Premier, our flagship high-end product designed to redefine urban mobility through a better and reliable experience. Our mission is to curate a seamless ecosystem where every touchpoint—for both passengers and drivers—reflects a premium standard.We are looking for a data-driven Senior Analyst to own the experience consistency engine of DiDi Premier. You will act as the guardian of the experience through the implementation and design of superior service standards. This role combines hands-on execution with system design, ensuring experience standards are consistently enforced while improving how quality is governed at scale.You will lead the expansion of these standards into new markets, ensuring that our standards remain high across all regions. You will bridge the gap between physical operations and data, using automation to scale our ability to enforce quality.Role Responsibilities:- Owning the Experience Engine: You will manage and design audit strategies. You will design the initiatives and experiments necessary to improve our superior experience promise.- Automating & Analyzing Data: Utilizing your technical expertise in Python and SQL, you will automate the calculation of key metrics to identify trends before they become operational issues.- Planning & Resource Management: You will organize and track the performance of agents, planning their schedules and activities.- Designing Corrective Measures: You will analyze audit failures to create effective recovery paths, and enforce the values and policies of the product.- Leading Expansion & Localization: You will dig into market needs to adapt Premier experience for new city launches. This includes traveling to set up the quality infrastructure and train local agent teams.- Voice of the Customer: Synthesize feedback from passengers and drivers to identify friction points and opportunities for delight, translating these insights into actionable product or process improvements.Role Qualifications:- Uncompromising Attention to Detail: You believe that "good enough" is the enemy of "premium."- Self-Starting Initiative: You don’t wait for a roadmap; you build one. You are comfortable navigating ambiguity and know exactly who to influence to get a project across the finish line.- You have 3+ years experience, preferably within the mobility, marketplace, or logistics sectors, dealing with high-volume operations.- Skills: You possess strong technical proficiency in Python or SQL and have a proven track record of working with Big Data to automate tasks and drive decision-making.- Flexibility: You are willing to travel as demanded by new city launches and thrive in a fast-paced environment where you must balance desk-based analytics with field-based operational planning.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 opport