CX Strategy Intern

Company Overview

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.

For more information, please visit: www.didiglobal.com/news

Team Overview

As a CX Strategy Intern at DiDi, you will support the Customer Experience Strategy team in planning, research and execution initiatives to improve end-to-end user and partner journeys across multiple products and markets. You will join a cross-functional team whose mission is to design scalable, data-driven CX programs that reduce friction, increase platform trust, and align localized experience improvements with DiDi’s global growth and safety priorities.

Role Responsibilities

• Build and maintain dashboards and regular reports that track key CX metrics (NPS, CSAT, average handle time, reopen rate) across regions and product lines for stakeholder reviews.
• Conduct competitor and market benchmarking to surface best practices.
• Collaborate with Business, Marketing, Comms and Operations to translate strategic recommendations into actionable playbooks and SOPs.
• Map high-impact user journeys and produce prioritized roadmaps of product and operational fixes, estimating business impact (e.g., projected reduction in support volume or incremental weekly active users).

Role Qualifications

• Education: Pursuing or recently completed a bachelor’s or master’s degree in Business, Economics, Data Analytics, Engineering, or a related field; equivalent practical experience in CX or product operations is acceptable.
• Data skills: Comfortable with Excel/Google Sheets for analysis and able to use SQL and / or AI tools to extract and present insights in concise dashboards.
• Analytical mindset: Able to turn qualitative feedback and quantitative metrics into prioritized, executable recommendations.
• Communication: Strong written and verbal communication skills to produce clear reports, present findings to cross-functional stakeholders, and draft operational playbooks.
• Collaboration: Experience working with product managers, operations, or customer support teams in fast-paced environments and able to coordinate across time zones.
• Personal qualities: Curious, detail-oriented, and proactive, with a bias for action and the ability to balance strategic thinking with hands-on execution.

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.

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