About DiDi We are the world's leading mobility technology platform, offering a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa. Our Mission To revolutionize urban mobility and transform the life of people by building a safe, inclusive and sustainable transportation ecosystem for cities of the future. Job Description The CX Community Sr Analyst will be responsible for managing agents to execute a program aimed at improving the Early Life Cycle experience for drivers, specifically in SSL (Spanish Speaking Latin America). - Manage and support a team of agents responsible for delivering onboarding and engagement touchpoints to new drivers. - Develop, test, and iterate training materials and communication deliverables to improve driver activation and satisfaction. - Analyze operational data and feedback to identify improvement opportunities and optimize agent performance and content effectiveness. - Document and implement best practices across markets, ensuring consistency while allowing for local adaptation. - Collaborate with cross-functional teams to ensure a seamless and customer-centric driver experience. - Anticipate risks in the program execution, plan mitigation strategies, and address unforeseen challenges proactively. Responsibilities You'll be working closely with our Product, Ops, and Marketing teams to drive improvements in the driver experience. Requirements We're looking for someone with: - 3+ years' work experience in service development, innovation, or project management. - Bachelor's degree or above. Master in Project Management or Process Management is a plus. - Experience in consultancy, analytical role, strategy, customer service in a high-volume and extremely fast-paced environment; - Fluent English, both written and spoken. - Strong analytical and critical thinking skills. - Solid experience with project management techniques, such as agile methodology, lean project management, waterfall and scrum. - Must be customer focused and possess the ability to develop creative solutions to a variety of complex problems. - Ability to lead and influence teams across different functions, driving collaboration and engagement. Why Work at DiDi 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.