didiglobal.com, as data

#### About the company* Lead cross-functional projects with Product, Safety & Anti-Fraud, Operations, and Local Markets to implement policy changes or tooling enhancements, managing timelines and quantifiable outcomes (e.g., Compensation Policies or Process Design).* Develop and document scalable standard operating procedures and playbooks for incident handling and major-event responses, reducing average handling time and improving first-contact resolution rates.* Conduct ad-hoc deep-dive analyses for high-severity cases and regulatory inquiries, producing clear, evidence-backed recommendations and supporting materials for senior leadership and external stakeholders.* Mentor junior analysts and partner with data engineering to define data schemas and instrumentation needs that improve CX visibility and analytical rigor across the company.#### We're eager to be in touch because you have...* Bachelor's degree in Business, Statistics, Economics, Computer Science, or a related field is preferred but not mandatory when accompanied by equivalent hands-on experience in CX analytics or operations at scale.* Proven experience (3+ years) in customer experience analytics, operations, or program management within consumer tech or mobility platforms, demonstrating measurable impact on CX KPIs.* Strong analytical skills with advanced Excel and SQL proficiency and experience with BI tools (Looker, Tableau, or similar) to extract, model, and visualize multi-million-row datasets.* Practical knowledge of experiment design and A/B testing, with the ability to translate test results into operational decisions and product changes.* Excellent cross-functional communication skills, able to distill complex analyses into concise recommendations and influence stakeholders across product, regional ops, and trust teams.* Detail-oriented problem solver with strong project management skills, able to prioritize multiple initiatives under tight deadlines and coordinate implementation across geographies.