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CX & AI Enablement Sr Analyst
Full-time
About the role
DiDi's Service Operations team makes customer experience work across countries, business lines and BPO partners. You'll work directly with the AI Enablement Manager on initiatives that span data, quality and AI in production, not proof-of-concept. Your output will be used by teams in Sao Paulo, Bogota, Mexico City, Cairo and beyond.
In this role, you'll be
Building and maintaining AI-powered systems that turn customer interaction data into actionable business intelligence across multiple markets simultaneously.
Writing and owning SQL queries independently (joins, aggregations, window functions, time filters) using platforms like Hive or BigQuery to extract and validate operational data at scale.
Conducting discovery sessions with internal stakeholders across Brazil, Colombia, Mexico, Egypt and China to translate operational problems into structured requirements.
Replicating and adapting validated analytical and AI projects across new markets and business lines.
Measuring the impact of everything you build, tracking and documenting outcomes.
Contributing to shared knowledge infrastructure: templates, frameworks and agent libraries.
What you bring
You write SQL independently and precisely (joins, aggregations, window functions, time filters), with experience in Hive, BigQuery or equivalent.
Real discovery experience: turning stakeholder conversations into requirements documents others can execute.
An outcomes mindset: you know how you'll measure whether something worked, and you track it.
Comfort moving forward in ambiguity with sharp questions and clear structure.
English fluent enough to read technical documentation, write specs and communicate results to global stakeholders.
Bonus: You've built or experimented with AI agents (Claude Code, Dify or similar); you know what recontact rate, CSAT and AHT mean; you use BI tools (Looker, Metabase, Power BI); and you can read JavaScript and Python well enough to correct AI-written code.
