Customer Success 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 be working in the Food Execution team executing strategies designed by the strategy team to drive sustainable health and growth for restaurants at Didi.

You will provide substantial support to the day-to-day operation of agents giving support directly to our top restaurants in Mexico, Colombia, Costa Rica and Peru, this will allow us to help restaurants perform at a high level, giving clients the best option in the market available
- Become one of our contributors to build the path to success

Role Responsibilities:

- Coordinate with internal teams to plan, implement, and execute operational activities.
- Data-Driven. Get meaningful insights from data to make the best decisions and/or make great proposals.
- Work on proposals of process improvement and standardization of team KPIs.
- Be in contact with strategy team.
- Carry out process analysis to identify the reasons for different situations and how to respond to them.
- Constantly generate knowledge through a/b testing.
- Directly responsible for delivering data-driven insights about the business, finding opportunities to scale our impact, and influencing decisions within the team.

Role Qualifications:

- More than two years of experience.
- Strong analytical skills.
- Advanced Excel: Data manipulation; advanced formulas; pivot tables.
- Data-driven core: passion for data analytics and programming, with knowledge/experience in SQL (Nice to have: Python, R, etc.).
- KPI mindset. Operates, reports, and works daily on improving the business KPI´s.
- Proven to be self-motivated, self-directed, and eager to take ownership of tasks to ensure solutions.
- Effective communication skills. Proficiency in English & Spanish. We're an international team.
- Owner attitude. You take on every challenge and own it.

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.**

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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