We are looking for someone that will change the ways of working of the internal sales area, supporting with operational excellence frameworks and business analytics support.

As the Business Intelligence Senior Manager at DiDi, you will lead a cross-functional analytics capability that transforms internal sales data into strategic decisions that will aquire more restaurants, drivers and ramp up Fintech product selling/offering, improve retention, and increase GMV; your work will be measured by improvements in sales conversion, volumes, operation efficiency. You will join the Customer Experience Insights team within DiDi’s Global Operations and Product Analytics organization, serving as the analytics bridge between operations, product, marketing, and safety teams to drive scalable, data-driven CX improvements across multi-market platform operations.

"Focused on commercial intelligence, KPI design, KPIs validation, implementing process changes, understanding business changes and needs and transforming it into process. Studies how to maximize conversions (Sign>Daily Effective), understand cities share maturity, correlations between farming KPIs to maximize GMV, orders and orders share. Automate processes and guarantee area efficiency.

• Lead the design and delivery of end-to-end BI solutions that measure and optimize key CX metrics (NPS, CSAT, first-response time, complaint resolution, driver churn), achieving measurable uplifts such as a 10–20% reduction in complaint resolution time within 12 months.


• Build and manage a team of data analysts and BI engineers to produce dashboards, experimentation analyses, and predictive models that inform policy, product, and operational decisions across regional markets.


• Partner with Product and Operations leaders to define and track KPI frameworks for CX initiatives, translating strategic priorities (e.g., safety, reliability, service quality) into measurable A/B tests and cohort analyses with clear success criteria.


• Drive advanced analytics projects (machine learning scoring for churn, root-cause attribution, anomaly detection) to proactively identify CX risks and prioritize remediation that reduces avoidable cancellations and refunds.


• Standardize data definitions, pipelines, and reporting across regions to ensure consistency in CX measurement at DiDi’s scale, enabling cross-market benchmarking and faster rollout of successful interventions.


• Communicate insights and recommendations to senior stakeholders and business partners through concise storytelling, executive dashboards, and prioritized action plans tied to revenue, cost savings, or retention impact.


• Own the roadmap and delivery cadence for CX BI capabilities, balancing quick-win operational dashboards with longer-term investments in predictive analytics and automation that scale across millions of daily trips.

• Hands-on profile that will lead a small team but also act as individual contributor. 


• A bachelor’s degree in Engineering, Data Science, Statistics, Economics, Computer Science, Business Analytics, or a related field is preferred; equivalent practical experience leading analytics at large-scale tech or mobility platforms will be accepted.


• Demonstrated experience (7+ years) in operational excellence, analytics or business intelligence roles, with at least 3 years managing analytics teams focused on customer experience, operations, or product analytics in high-frequency transactional environments.


• Strong technical skills including SQL for production analytics, experience with data warehousing (e.g., Snowflake/BigQuery), familiarity with BI tools (e.g., Tableau/Looker/Power BI), and practical exposure to ML model implementation for scoring or forecasting.


• Proven capability to design and evaluate A/B tests and causal inference analyses to support product and operational decisions, with clear examples of driving measurable business outcomes.


• Excellent stakeholder management and communication skills, able to translate complex analyses into prioritized actions for senior leaders across Product, Ops, and Safety.


• Strategic mindset with a bias for impact and operational rigor, comfortable balancing quick operational wins and building long-term analytical infrastructure at DiDi’s multi-market scale.


• Personal qualities: strong ownership, curiosity, attention to data quality, and a collaborative leadership style that mentors analysts and aligns cross-functional teams toward customer-first outcomes.


• Lean Six Sigma Black Belt