CX & AI Enablement Senior Analyst

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.

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#LI-Hybrid

Team Overview

DiDi's Service Operations team makes customer experience work across different countries — every day, across multiple business lines and BPO partners operating in very different market realities.

This role sits inside that team. You will work directly with the AI Enablement Manager on initiatives that span data, quality, and AI — in production, not in proof-of-concept mode.

The work is real and the scope is wide. You will touch markets with different languages, different regulations, and different operational rhythms. Your output will be used by teams in São Paulo, Bogotá, Mexico City, Cairo, and beyond.

If you want to understand what it actually takes to deploy AI inside a complex, multi-country CX operation — this is where that happens. Not in a deck. In production.

Role Responsibilities

• Building and maintaining AI-powered systems that turn customer interaction data into actionable business intelligence — across multiple markets simultaneously.

• Writing and owning SQL queries independently — joins, aggregations, window functions, time filters — using platforms like Hive or BigQuery to extract and validate operational data at scale.

• Conducting discovery sessions with internal stakeholders across Brazil, Colombia, Mexico, Egypt, and China to translate operational problems into structured requirements that someone else can execute without you in the room.

• Replicating and adapting validated analytical and AI projects across new markets and business lines — without starting from scratch every time.

• Measuring the impact of everything you build. Not just shipping — tracking and documenting outcomes so the team knows what worked and why.

• Contributing to a shared knowledge infrastructure: templates, frameworks, and agent libraries that make the entire team more capable over time, not just you.

Role Qualifications

You write SQL the way other people write emails — independently, precisely, and without needing someone to validate your logic. Joins, aggregations, window functions, time filters. You've worked in Hive, BigQuery, or something equivalent, and when the results don't make sense, you know how to find out why.

You've done real discovery. Not desk research — actual conversations with stakeholders where you asked the right questions, found something unexpected, and turned it into a requirements document that someone else could execute without you in the room. If you've never been surprised during a discovery session, this isn't the role.

You think in outcomes, not deliverables. When you build something, you already know how you will measure whether it worked. You don't just ship — you track.

You move forward in ambiguity. You ask sharp questions, produce a clear structure, and don't wait for perfect information to start.

Your English is fluent enough to read technical documentation, write specs, and communicate results to stakeholders in Mexico City, Cairo, or Shanghai.

BONUS — not required, but it tells us something important about you:- You've built or experimented with AI agents (Claude Code, Dify, or similar).- You know what recontact rate, CSAT, and AHT mean — and why they matter.- You use BI tools (Looker, Metabase, Power BI) to communicate, not just to analyze.- You know how to read code in JavaScript and Python well enough to correct code written by AI.

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.

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