Lourdes Calderon

Commander
DISC Type : D

Director Customer Experience at DiDi

San José Metropolitan Area, Costa Rica

Overview

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.

Personality Overview

Decisive

Strong-Willed

Risk-Taker

They like to move fast and expect the same from others.  They prefer to be the ones controlling the conversation or defining the terms. They take a lot of pride in personal achievements.

Topics They Care 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.
CX ROI & Economics
She recently completed a certification in CX Metrics, ROI & Economics, showing a strong interest in proving and scaling the financial value of customer experience initiatives.

Media Appearances

Lourdes has no verified media appearances

Work History

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

Education

Bachillerato Ing. Sistemas from Universidad Fidelitas
2002 - 2004
TOEIC from Centro Cultural Costarricense Norteamericano

More Information

Social Presence :

Prographics :

Exp : 17 Location : San José Metropolitan Area, Costa Rica Job Level : Mid-senior Designation : Director Customer Experience at DiDi
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Insights For Selling To Lourdes

During A Call Or A Meeting

DO's

  • Help them weigh the risks by sharing objective proof points without becoming too analytical
  • Objectively showcase the impact that your product creates
  • Hold your ground without indulging in one-upmanship

DONT's

  • Do not spend too much time focusing on product tech or features
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Don't try too hard to forge relationships with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lourdes is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Lourdes

  • If they decide not to go ahead, they will say no without hesitation.

Insights For Deal Planning

    How fast (or slow) will Lourdes move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Lourdes take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Lourdes

Personality Compatibility


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