CX Business Intelligence Sr. Manager at DiDi Global

São Paulo, São Paulo, Brazil -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

0.0

Posted On

22 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Business Intelligence, Data Analytics, Operational Excellence, KPI Design, A/B Testing, Causal Inference, Machine Learning, SQL, Data Warehousing, Snowflake, BigQuery, Tableau, Looker, Power BI, Stakeholder Management, Storytelling

Industry

Software Development

Description

Company Overview If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey. We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay). To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more. Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results. #LI-Hybrid Team Overview 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. Role Responsibilities 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. Role Qualifications 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 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. Diversity & Inclusion Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today. We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys. This is our ongoing journey, with much more still to come. We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). 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

Responsibilities

This role involves leading the design and delivery of end-to-end Business Intelligence solutions to measure and optimize key Customer Experience metrics, aiming for measurable uplifts like reduced complaint resolution time. The manager will also build and manage a team of analysts to produce dashboards, experimentation analyses, and predictive models that inform policy, product, and operational decisions across regional markets.