CX Senior Analyst
Didi
CX Senior Analyst
- Category
- Customer Experience
- Employee Class
- Regular
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 don't 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 world’s 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-HybridTeam Overview
Seeking a proactive team member with continuous improvement and process background to support in different areas and routines, from customer experience to service operations. This role is crucial for promoting a culture of continuous improvement within the fintech environment and enhancing customer experience (CX). Oranger
- Process Optimization: Analyze and improve workflows across CX and service operations to eliminate inefficiencies and enhance the end-user journey.
- Antifraud & Risk: Integrate fraud prevention strategies into standard operational routines, ensuring that security checks are effective yet minimally intrusive for the customer.
- Performance Analytics: Monitor and report on key performance metrics (KPIs) and fraud indicators to identify trends and areas for proactive intervention.
- Cross-Functional Collaboration: Partner with Product, Engineering, and Compliance teams to align improvement strategies with the Fintech CX unit's goals.
- Solution-Oriented Thinking: Facilitate proactive problem-solving to mitigate operational risks and resolve customer pain points before they escalate.
will analyze performance metrics, collaborate with various departments, and ensure compliance with industry standards and regulations. By facilitating proactive problem-solving and solution-oriented thinking, this position aims to align improvement strategies with the Fintech CX unit.
Role Responsibilities
Focused in:
- Process Optimization: Analyze and improve workflows across CX and service operations to eliminate inefficiencies and enhance the end-user journey;
- Antifraud & Risk: Integrate fraud prevention strategies into standard operational routines, ensuring that security checks are effective yet minimally intrusive for the customer;
- Performance Analytics: Monitor and report on key performance metrics (KPIs) and fraud indicators to identify trends and areas for proactive intervention;
- Cross-Functional Collaboration: Partner with Product, Engineering, and Compliance teams to align improvement strategies with the Fintech CX unit's goals;
- Solution-Oriented Thinking: Facilitate proactive problem-solving to mitigate operational risks and resolve customer pain points before they escalate.
Role Qualifications
- Self-driven, fast learner and hunger for success;
- 5+ years in continuous improvement, process improvement or related fields;
- 2+ years in fintech, financial services or technology industries;
- Bachelor's degree in Business Administration, Engineering or related field, with certifications in Continuous Improvement preferred (lean, six sigma);
- Excellent communication and interpersonal skills;
- Analytical and problem-solving abilities;
- Fluency in English is required.
- Nice to have - knowlodge in Antifraud ecossystem
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, 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.
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 groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.
This is our ongoing journey, with much more still to come.
Options
Software Powered by iCIMS
www.icims.com