CX Social Media Insights Analyst

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.

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Team Overview

The Customer Experience Coordinator will work within the Social Media channels, leveraging listening tools, monitoring the quality of interactions, and tracking CX metrics to identify opportunities and mitigate reputational risk for the brand. Social media insights remain the core of the role, and the ideal candidate also brings working familiarity with insights work more broadly: light user research, data analysis, and AI tools that help scale and enrich the team's output. A strong analytical background and a deep understanding of social media platforms are essential to drive impactful decisions.

Role Responsibilities

In this role you will be doing...

• Social Media Monitoring and Insights Generation:

  • Plan and execute the monitoring and analysis of social media activity to identify operational opportunities and generate insights.

  • Plan and execute the use of advanced listening tools (e.g., Brandwatch, Sprinkler, Stilingue) to track trends, conversations, and brand sentiment.

• Insights & Research Support:

  • Plan and execute light user research activities (surveys, interviews, desk research) that complement social listening data with additional qualitative and quantitative context.

  • Plan and execute data analysis on research and social listening outputs, translating raw data into clear, actionable insights for stakeholders.

• AI-Enabled Insights:

  • Plan and execute the use of AI tools to accelerate insight generation, synthesis, and reporting, applying them across social monitoring and broader research workflows.

  • Stay current on emerging AI capabilities relevant to insights work and propose ways to apply them to the team's processes.

• Stakeholder Collaboration:

  • Plan and execute the delivery of actionable insights to key stakeholders including Marketing, Safety & Security, Risk, Fraud, Brand, and Legal teams.

  • Plan and execute the integration of quantitative and qualitative data to improve the user journey and experience.

• Competitive Intelligence:

  • Plan and execute ongoing monitoring of market trends, competitor activities, and emerging risks across business areas (Food, Ridesharing, Fintech).

  • Plan and execute the identification of situations with the potential to go viral and develop mitigation strategies to protect brand health.

• Social Media Expertise:

  • Stay updated on the latest features, functionalities, and trends across platforms such as Instagram, Facebook, X, YouTube, and others.

  • Act as a subject matter expert on social media dynamics for cross-functional teams.

• Cross-Business Collaboration:

  • Plan and execute collaborative work across departments and geographies while maintaining the ability to act independently in a fast-paced environment.

Role Qualifications

We are eager to be in touch with you because you have...

• 3-5 years of experience in social media insights, competitive intelligence, or a similar role.

• Proven experience with listening tools (e.g., Brandwatch, Sprinkler, Stilingue) and social media analytics.

• Working familiarity with user research methods (surveys, interviews, desk research), even if social media has been your primary focus so far.

• Comfortable working with data, from spreadsheets to basic dashboard tools, to turn raw numbers into actionable insights.

• Some hands on experience with AI tools (e.g., ChatGPT, Claude, or similar) applied to insights, research, or reporting work.

• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.

• Experience in customer experience operations or related fields.

• Excellent communication skills to present findings to diverse stakeholders.

• Strong knowledge of social media platforms and their functionalities.

• Ability to thrive in a cross-business, multicultural environment and work collaboratively across teams and regions.

Preferred Skills

• Familiarity with risk assessment and crisis management in social media contexts.

• Knowledge of emerging trends in social media and their potential impact on competitive positioning.

• Exposure to AI-assisted research or data analysis tools beyond social listening platforms.

• Bachelor's degree in Marketing, Communications, Business, or a related field.

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.