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-Hybrid

About the team/role

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.

In this role, you'll be...

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.

We're eager to be in touch because you have...

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

You'll love working at DiDi because...

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.

Diversity & Inclusion

Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

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

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