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.

For more information, please visit: www.didiglobal.com/news

#LI-Hybrid

In the street, at work, by Taxi or Express, as a driver or customer, we are the starting point for thousands of people every day and we also want to be part of their professional path. Didi's mission is to revolutionize urban mobility and transform the life of people. 

Diversity goes beyond ethnic, physical, sexual, sensory and gender differences! Our goal is to cultivate an inclusive environment by focusing on high performance and valuing diversity in our work environment. We respect and value the differences! Come and be part of a diverse environment where your ideas and opinions will always be heard. Inclusion and diversity are in our recruitment principles. 

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). This role involves understanding the customer journey, ensuring continuous improvement, and being capable of iterating on agent deliverables to maximize impact.

Your responsibilities: 

• 
  

  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 (e.g., Product, Ops, Marketing) to ensure a seamless and customer-centric driver experience.

  
  


• 
  

  Anticipate risks in the program execution, plan mitigation strategies, and address unforeseen challenges proactively.

  
  


• 
  

  Be the customers advocate inside and outside the organization;

  
  

• 
  

  3+ years’ work experience in service development, innovation, or project management. Previous experience in a service-based industry is a plus.

  
  


• 
  

  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; This position requires daily interactions with other countries and cultures.

  
  


• 
  

  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.

  
  


• 
  

  Must be able to work with minimal supervision, multitask, and prioritize own work to meet deadlines;

  
  

• 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.

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.

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms