CX Operations Sr. Analyst

This role partners closely with Product Operations Marketing Engineering Risk and Regional CX teams to ensure customer needs are represented in business decisions while supporting sustainable business growth.

Role Responsibilities

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  Act as a strategic partner to business stakeholders by providing customer insights and operational recommendations that support business objectives.

  
  


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  Lead cross-functional projects with Product Operations Marketing Engineering Risk and Frontline teams to improve customer journeys and operational performance.

  
  


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  Support business growth initiatives by ensuring customer experience considerations are incorporated into strategic planning and execution.

  
  


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  Own Voice of Customer (VoC) reporting and customer experience insights translating findings into actionable improvement plans.

  
  


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  Analyze customer feedback operational metrics and market trends to identify customer pain points service gaps and opportunities for improvement.

  
  


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  Build data-driven business cases to influence product policy process and operational enhancements.

  
  


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  Evaluate the customer experience impact of new products features campaigns and operational changes before and after launch.

  
  


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  Conduct deep-dive analyses using customer feedback surveys operational KPIs support interactions and behavioral data to identify root causes and improvement opportunities.

  
  


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  Facilitate governance forums business reviews and customer-centric rituals to promote customer-focused decision-making across the organization.

  
  

Role Qualifications

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  4 years of experience in Customer Experience Operations Excellence Business Operations Strategy Consulting Process Improvement or related fields.

  
  


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  Proven experience leading cross-functional projects and driving measurable business impact.

  
  


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  Strong stakeholder management skills with the ability to influence decisions across multiple teams and organizational levels.

  
  


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  Strong analytical skills with the ability to transform complex datasets into clear insights and recommendations.

  
  


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  Experience applying process improvement methodologies such as Lean Six Sigma Service Design Customer Journey Mapping or similar frameworks.

  
  


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  Excellent problem-solving skills and the ability to structure ambiguous problems into actionable solutions.

  
  


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  Experience working with customer feedback programs operational KPIs customer support data and customer journey analysis.

  
  


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  Strong communication and presentation skills with the ability to convey complex information to technical and non-technical audiences.

  
  


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  Advanced proficiency in Excel/Google Sheets and data visualization tools (e.g. Tableau Power BI Looker) required.

  
  


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  Professional proficiency in English.

  
  

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 thats 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 everyones 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. Thats 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 thats how we create better products and services make better decisions and better serve the communities were a part of.