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 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 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.

Team Overview

The Process Specialist will be responsible for designing and setting up Customer Services flows in order to generate the best Customer Experience. The ideal candidate must have strong organization and prioritization skills. The role will demonstrate leadership in multi-skills projects and initiatives. This person is a key contributor to the success of the team, acting as the POC of the area with different stakeholders from Product, Engineers, and the front-line team. The ideal candidate combines strong business process knowledge, IT skills with business acumen, a client-focused approach, and excels in stakeholder management.

Role Responsibilities

• You will evaluate and optimize our procedures using both quantitative and qualitative methods to identify opportunities for improvement. Your goal will be to enhance efficiency and user experience by leveraging process improvements and system capabilities tailored for both AI and human execution.
• Design automated process solutions in accordance with standard design principles and conventions, identifying and communicating the technical requirements.
• Configure new automated processes and objects using core workflow principles that are efficient, well-structured, maintainable, and easy to understand.
• Create and maintain Process and SOP documentation.
• Problem-solve issues that arise in day-to-day running of automated processes and provide timely responses and solutions as required.
• Work within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs.
• You will test procedures and scenarios for the UAT phases, as well as support the Operational Teams during the UAT and rollout phases.
• Be present in the front-line understanding the user experience, looking for opportunities to continuously improve the mSOPs as well as test the GPTbot solutions to the same purpose.
• You will act at the interface between the CX team and product and engineer sides, ensuring that the processes and automations we build are addressing the right problems for our users and our business.
• You will own the alignments throughout the development cycle and you will lead effective communication to ensure smooth delivery and user experience.
• Once new skills and methodologies are fully learned and adopted, you will mentor and support colleagues on the same.
• As a Specialist, you’ll guide the analysts and contribute to their development, as well as care for the most complex topics and lead internal initiatives.

Role Qualifications

• Bachelor’s degree in Engineering, Computer Science, a related field, or equivalent practical experience.
• Consistent experience partnering/working with cross-functional teams translating technical concepts and solutions to non-technical audiences.
• Consistent work experience designing and configuring automated solutions and understanding the prescribed design architecture.
• Experience coding in a general-purpose coding language (e.g., Java, C, C++, Python, Shell, Go, or JavaScript).
• Aptitude for leading problem-solving, with the ability to take a logical route to the source of an error, troubleshooting technical issues, and providing creative solutions to a variety of complex user problems.
• Previously led small projects or initiatives in the sub-area.
• Ability to work with a structured and methodical approach, combined with an enquiring mind.
• Excel in oral and written communication in English; intermediate to fluent in Business Mandarin is a plus.
• Full understanding of workflow-based logic and the ability to both understand a business process from a BPMN or DMN diagram and to illustrate a written process description as a BPMN or DMN diagram; certification is desirable.
• A self-starter who delivers high-quality work and can adapt to new challenges, either independently or as part of a team.
• Willingness to learn new skills that will help you unblock yourself and your peers, and keen to understand more in detail how technology and products are built while adapting communication to different audiences and cultures.

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 believe in making informed decisions, which is 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, and 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 make 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 groups—99Adapta, 99Afro, 99Colors, 99Women, and 99Families.

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).