Passenger Loyalty Senior Analyst

DiDi Global

The Passenger Loyalty team builds lasting relationships with our most valuable passengers by giving them compelling reasons to choose us more often. Through loyalty programs, targeted incentives, and product experiences, we strengthen retention, increase ride frequency, and deliver on the value we promise our passengers.

We are looking for a Passenger Loyalty Senior Analyst to own one or two key products or programs — including our Membership Program — serving a defined passenger cohort across Spanish-speaking Latin America (SSL). You will help shape their strategy, identify opportunities through data and passenger insights, build business cases, and work across teams to bring initiatives to life.

This role combines analytical depth, product thinking, and business ownership. You will be accountable for understanding what drives loyalty within your cohort and translating those insights into initiatives that deliver measurable improvements in retention and frequency while supporting sustainable business growth.

In this role, you'll be...

• Define the strategy for your products or programs. Identify the passenger needs and business opportunities they should address, establish clear objectives, and develop a roadmap in partnership with relevant teams.
• Own performance for your passenger cohort. Monitor retention, ride frequency, engagement, and program adoption. Analyze user behavior and market trends to understand changes, identify gaps, and recommend actions that strengthen competitive positioning.
• Develop business cases and prioritize opportunities. Size the potential impact of new initiatives, estimate costs and expected returns, and articulate the assumptions and tradeoffs behind investment decisions.
• Translate insights into product improvements. Combine quantitative analysis, passenger feedback, and research to identify opportunities across the passenger journey. Partner with Product and Design to turn those opportunities into clear requirements and experiences.
• Lead cross-functional execution. Align stakeholders across Product, Engineering, Data Science, Marketing, Finance, Operations, CX, Marketplace, and BI on priorities, scope, timelines, and success metrics. Surface dependencies and risks early and keep initiatives moving from concept through launch.
• Design and evaluate experiments. Develop hypotheses, partner on A/B tests or pilots, and assess whether initiatives generate incremental improvements in retention and frequency. Use the findings to recommend what to scale, refine, or stop.
• Communicate results and recommendations. Turn complex analyses into clear narratives for stakeholders and leadership, explaining what happened, why it matters, and what should happen next.

We're eager to be in touch because you have...

Required qualifications

• 2–4 years of relevant experience in product analytics, growth, business operations, strategy, loyalty, consulting, or a related role, with demonstrated ownership of initiatives and measurable outcomes.
• Hands-on product experience. Experience partnering with product and technical teams to identify problems, define requirements, prioritize improvements, and evaluate results after launch.
• Strong analytical capabilities. Proficiency in SQL and Excel or Google Sheets, with the ability to independently analyze data, build business cases, and translate findings into actionable recommendations. Experience with additional programming languages, such as Python or R, and applying AI tools to automate workflows, accelerate analysis, or improve decision-making is highly valued but not required.
• Fluency in English and Spanish, with the ability to clearly communicate insights to both technical and business stakeholders.
• Understanding of customer behavior and performance measurement. Familiarity with cohort analysis, segmentation, retention, frequency, and customer lifetime value, including how these metrics inform product and investment decisions.
• Experience with experimentation. Working knowledge of A/B testing, hypothesis development, and experiment interpretation, including the ability to distinguish observed changes from incremental impact.
• Business judgment and structured problem-solving. Ability to break down ambiguous problems, assess tradeoffs, and prioritize opportunities based on passenger value, business impact, and execution effort.
• Strong stakeholder management and communication skills. Ability to build alignment across teams, influence without formal authority, and present clear recommendations supported by evidence.
• Ownership and execution discipline. Ability to manage competing priorities, follow through on details, and proactively address obstacles in a fast-paced environment.

Preferred qualifications

• Experience in a technology company, particularly a marketplace, mobility, delivery, e-commerce, or consumer subscription business.
• Experience with loyalty programs, customer retention, lifecycle initiatives, subscriptions, or incentive design.
• Familiarity with marketplace dynamics and how passenger incentives can affect demand, service availability, and profitability.
• Experience with visualization tools such as Tableau, Looker, or Power BI.
• Experience evaluating unit economics and the financial sustainability of customer-facing programs.

You'll love working at DiDi because...

We create user 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.

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.

Growth We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion Diversity is one of our biggest strengths. Our differences are what make 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.