Cx Operations 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 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
Team Overview:
The CX Process Developer Analyst acts in Service Strategy team and is responsible for designing, configuring, and implementing customer service processes to deliver efficient and effective solutions throughout AI and human channels to build trust with our customers.
In this job you will have the opportunity to work with a multicultural team from all over the world (from arabian to mid-south america, and asia) in a fast-paced environment in a company that is globally transforming the mobility scenario, and you will have the chance to build the new era of the customer support.
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.;
- Designing automated process solutions in accordance with standard design principles and conventions.Identifying and communicating the technical requirements.
- Configuring new automated processes and objects using core workflow principles that are efficient, well structured, maintainable and easy to understand.
- Creating and maintaining Process and SOP documentation.
- Problem solving issues that arise in day to day running of automated processes and providing timely responses and solutions as required.
- Working 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, supporting 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. And ensure 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, user experience.
- Once new skills and methodologies are fully learned and adopted, you will mentor and support the colleagues on the same.
Role Qualifications:
- Bachelor’s degree in Engineering, Computer Science, Process automation or a related field, or equivalent practical experience.
- You have experience coding in a general purpose coding language (e.g., Java, C, C++, Python, Shell, Go or JavaScript, etc.) or in system design
- An aptitude for problem solving, with the ability to take a logical route to the source of an error troubleshooting technical issues, having creative solutions to a variety of complex user problems.
- The ability to work with a structured and methodical approach, combined with an enquiring mind.
- You excel in oral and written communication in English. It will be a plus if you are intermediate to fluent in Business Mandarin.
- Experience partnering/working with cross-functional teams translating technical concepts and solutions to non-technical audiences.
- The ability to conceptualise automated solutions and understand the prescribed design architecture.
- An 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.
- A self-starter who delivers high quality work and can adapt to new challenges, either on their own or as part of

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