Senior CX & Relationship Analyst

About the role

The Senior CX & Relationship Analyst will drive customer experience initiatives and manage partner relationships for DiDi’s global mobility platform. You will act as a bridge between internal teams, vendors and stakeholders to ensure service quality, compliance and continuous improvement.

Key responsibilities

• Lead and coordinate OKR planning and delivery with partners and vendors across social media, compliance and service defect areas.
• Promote DiDi’s culture and values, acting as a coach for teams and external partners.
• Drive global and local initiatives, reporting on performance metrics and recommending improvements.
• Operate daily to enhance business deliverables, monitor service quality and support retail/travel service environments.

Required profile

• Minimum 3 years of leadership experience in operations, quality or service delivery within a multinational BPO.
• Strong organizational and follow‑through skills with a proactive, can‑do attitude.
• Excellent English communication skills.
• Ability to work in a cross‑functional, multicultural environment.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Opportunity to shape customer experience for a leading global mobility technology platform.
• Data‑driven decision making and collaborative culture.
• Dynamic, multicultural work environment.