CX Operations Sr. Analyst

As a CX Operations Sr. Analyst at DiDi, you will drive improvements in rider and driver experience by turning large-scale operations data into prioritized, measurable initiatives that reduce friction, lower incident rates, and increase retention; your work will directly influence product and regional operations policies and deliver measurable KPI uplifts (e.g., CSAT, Customer Effort Score, Competitive Intelligence Index). You will join the Customer Experience Operations team, whose mission is to ensure safe, reliable, and delightful mobility experiences across markets by aligning front-line feedback, cross-functional programs, and automated tooling to scalable operational processes.