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. Team Overview: You will be challenged to help design and setup from scratch our learning and development program. You will be challenged to help develop a comprehensive program aimed to deliver education, training and development for our service and experience staffs. This is a well-rounded position that will focus on various aspects of our learning solutions for multiple channels (written, voice, in-person) on multiple locations (outsourced and internal). You will collaborate with other team members in the broader CX organization to share best practices on Learning and Development. Role Responsibilities: - Support the team that will deliver continuing training and learning to our staff for new products, services and customer service skills - Support the designing of the learning program. Identifying required tools, curricula and other capabilities to delivery education and training needs - Collaborate with various departments within the organization, including resource planning, human resources, quality and processes to develop multiple training plans based on operational needs. Updating training plans to meet those needs - Understand customer experience team's needs and design a knowledge path for them - Identify the service problems and recommend learning solutions whenever it is necessary - Generate new and innovative solutions to complex problems and propose improvements to processes and tools Role Qualifications: - Experience with knowledge management, learning management systems (LMS) and learning trails - Background in adult learning methodologies. Experience in training for customer service teams is desirable - Strong program management skills and willingness to create from scratch - Experience in People Analytics is a plus - Advanced/fluent level of English - Excellent communication skills, both oral and written - Local and/or international travel may be required EEO Statement: **You'll love working at DiDi because** - 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.** 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.