锦鲤求职岗位描述
岗位描述
1、CX AI & data leader that will develop solutions and innovate to impact business throught CX and team developing.
2、Lead the design and delivery of end-to-end BI solutions that measure and optimize key CX metrics with business connections (churn, NPS, CSAT, first contact resolution,first-response time, complaint resolution), achieving measurable uplifts into Customer Experience and Company Efficiency
3、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.
4、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.
5、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.
6、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.
7、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.
8、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.
9、Build and test AI prototypes to prove the business impact and handover the full developement for enginieering team.
任职要求
1、AI first thinking. Experience on building data pipelines to be AI friendly, process and report automations, innovative approach to build new tools/products and generate ROI impact.
2、Hands-on profile that will lead a small team but also act as individual contributor.
3、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.
4、Demonstrated experience 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.
5、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.
6、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.
7、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.
8、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.