CX Operations Sr Analyst

Company Overview

If you see technology as a way to smooth your path in life our team does too: Your Path Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we dont even know about (yet!). We work to generate value not only for our users but above all for the communities we serve and for society as a whole making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day since 2018 we have been part of DiDi DiDi Global Inc. the worlds leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability safety artificial intelligence financial markets and much more.

Whether building projects from scratch or improving our solutions we enjoy challenges that give us butterflies which is why we work at a fast pace with respect collaboration and good humor. Along this journey we also draw strength from diverse experiences and opinions to grow together fail quickly learn and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

This position is part of our CX Service Strategy team where you will join a diverse multinational group responsible for:
a) enhancing automated solutions through intelligent channel strategies and continuous improvement;
b) ensuring the best possible experience for users in our help center thinking in the short term and long term vision;
c) design optimal and efficient process

In this role you will focus primarily on our Food business work closely with cross-functional teams and build strong relationships with key stakeholders.
As senior analyst you will be responsible for driving process redesign and product operations projects. You will analyze complex data to identify optimization opportunities and implement AI-driven automation to reduce friction and enhance the customer journey across multiple channels.

Role Responsibilities

• Drive cross-functional efforts to redesign complex customer journeys


• Implement AI-based workflows to increase efficiency


• Influence the product roadmap using data-driven business cases


• Proactively identify cost-saving and experience opportunities through process optimization


• Manage stakeholders from different business units and countries


• Design systematic solutions for high-complexity operational problems


• Lead a/b tests and experiments to validate process improvements


• Ensure documentation and governance of all channel configurations.

Role Qualifications

• Bachelor degree in a quantitative discipline: engineering economics technology or related fields


• 3 year of previous experience in product operations and/or process optimization


• Strong analytical skills with the ability to interpret data and generate actionable insights


• Critical thinking and problem-solving abilities with a focus on process optimization and workflow improvements


• Experience in project management and agile methodologies


• Excellent oral/written communication and interpersonal skills with the ability to collaborate effectively across teams.


• Ability to handle multiple projects simultaneously and prioritize tasks effectively.


• Ability to maintain accuracy and high quality in all tasks while adhering to deadlines.


• Resilient able to work in a very dynamic fast and highly motivated


• Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.


• Must be customer centric and has the ability to develop creative solutions to a variety of complex problems


• Fluent Business English is mandatory

EEO Statement

• 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 thats 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 everyones 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.

Diversity & Inclusion

Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion plurality and respect and to achieve this we rely on the governance of the Diversity Committee which works alongside HR our leadership and identity groups99Adapta 99Afro 99Colors 99Womem and 99Familys.

This is our ongoing journey with much more still to come.

We reinforce that this position is open to everyone including pregnant people and people with disabilities (PwD).

I acknowledge that prior to submitting this application I have read and accepted the Privacy Notice for Candidates which is available on Experience:

Senior IC

Employment Type : Full Time
Experience: years
Vacancy: 1