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.

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This role sits within the Channel Operations team of the CX team and plays a key part in shaping how users experience and access support. As a Product Operations Analyst for channels team, you will contribute to defining and evolving data-driven channel strategies that balance automation, efficiency, and customer experience across our CX ecosystem.

The role is primarily focused on the Mexico Fintech business, where you will work closely with cross-functional stakeholders to understand business needs, support performance tracking, and translate insights into scalable channel improvements. You will be part of a diverse, multinational team and will gain exposure to product discovery, OKR tracking, and continuous optimization initiatives that directly impact user experience in the Help Center.

We are looking for a highly analytical and data-driven analysis, with strong logical thinking, attention to detail, and a user-centric, curious mindset.

• Analyze CX channel performance and user behavior to support the generation of actionable insights.


• Support the optimization of Help Center content and self-service experiences, including content writing, feature improvement requests, and benchmarking.


• Configure and maintain channel logic, flows, and basic automation rules under established guidelines.


• Track OKRs and key performance metrics to monitor impact and identify improvement opportunities.


• Collaborate with cross-functional stakeholders to understand business needs and support scalable channel solutions.

• University degree in Engineering, Economics, Technology, Marketing, or a related field.


• Strong spreadsheet skills, including formulas, pivot tables, data validation, and trend/deviation tracking.


• Strong analytical and logical thinking with a data-driven mindset, able to quickly extract insights and transform them into actionable recommendations.


• Ability to run impact estimations and quantify risks or errors using data and assumptions.


• Ability to contribute to prioritization by evaluating value, effort, and risk.


• High attention to detail and structured problem-solving skills and ways of working.


• Clear written and verbal communication skills, including product requirement documentation and user-facing content writing.


• Collaborative mindset and openness to working with cross-functional teams.


• Ability to perform in a fast-paced, dynamic, and highly motivated environment.


• Fluency in business English and Spanish is mandatory.


• Understanding of the product lifecycle, discovery, development, testing, launch, and iteration (a plus)


• Understanding of funnels, user journeys, and drop-off analysis (a plus).


• CX, UI, or UX knowledge (a plus).


• Basic knowledge of SQL, programming, or data processing (a plus).


• Experience implementing AI to optimize ways of working (a plus)

• 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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms