At DiDi, we strive to enhance the driver experience through innovative solutions. The CX Community Sr Analyst role is pivotal in achieving this goal. The successful candidate will oversee a team of agents responsible for delivering onboarding and engagement touchpoints to new drivers. This includes managing and supporting the agents, developing and refining training materials, analyzing operational data, and collaborating with cross-functional teams. We are seeking an experienced professional with at least 3 years' background in service development, innovation, or project management. A bachelor's degree or above is required, with a master's degree in Project Management or Process Management being an asset. The ideal candidate will have strong analytical and critical thinking skills, with experience in consultancy, analytical roles, strategy, customer service in high-volume, fast-paced environments. They should also be fluent in English, with daily interactions with other countries and cultures. Experience with project management techniques such as agile methodology, lean project management, waterfall, and scrum is necessary. Why This Role Is Crucial - It enables us to create valuable experiences for our users. - It allows us to make informed decisions based on valuable metrics. - It fosters collaboration where everyone's best interest is kept in mind. - It ensures that we operate with integrity, always doing the right thing and speaking truthfully. - It promotes growth by venturing beyond comfort zones and learning from mistakes. - It values diversity and inclusion, respecting individual differences and promoting equal opportunities. As an Equal Opportunities Employer, we promote equal opportunities to all candidates and employees, regardless of gender, age, sexual orientation, nationality, marital status, pregnancy/maternity, disability, race, religion, or any other protected status.