Lourdes Calderon in

Lourdes Calderon

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Director Customer Experience at DiDi
📍 San José Metropolitan Area, Costa Rica

Lourdes Calderon is a Customer Experience Director at DiDi with over 15 years of experience scaling global insights organizations across LATAM, China, and the U. S. She specializes in using VoC data and AI to drive product improvements and business decisions. She holds a degree in Systems Engineering from Universidad Fidelitas.

Outside of her corporate role, Lourdes is passionate about community building and empowerment. She has been actively involved for several years in an initiative supporting women motorcyclists, highlighting a commitment to inclusion and creating real-world impact beyond the office.

Unique fact: Lourdes directed the successful launch of DiDi Food across nine different countries in Latin America.

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Experience
17 Years
Current Role
Director Customer Experience
Job Level
Mid-senior
Location
San José Metropolitan Area, Costa Rica
Personality Overview

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Decision Approach
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Priorities

Topics Lourdes cares about

Voice of Customer (VoC)
Her career is centered on turning customer feedback (NPS, CSAT, etc. ) into tangible business and product strategies, having built a multi-market VoC framework at DiDi.
AI-Enabled CX
She highlights AI-Enabled CX as a key specialty in her professional profile, indicating a focus on leveraging technology to enhance customer interactions.
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Career

Work history

4-2025
Director Customer Experience
DiDi
4-2022
Senior Manager, Customer Experience Delivery Head
DiDi
1-2021
CX B&I Manager | DiDi Foods
DiDi
5-2020
CX Project Manager - LatAm
DiDi
12-2018 - 5-2020
Community Operations Manager Uber Eats| LatAm - Centers of Excellence
Uber
In the press

Media appearances

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Education
Bachillerato Ing. Sistemas
Universidad Fidelitas
2002 - 2004
TOEIC
Centro Cultural Costarricense Norteamericano
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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