CX Ops 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 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

The Customer Experience (CX) Service design & process operation team is at the core of optimizing our customer service processes and ensuring a seamless experience for users. As a CX Ops Sr. Analyst, you will be responsible for improving and implementing operational processes, collaborating with cross-functional teams, and ensuring that technology and automation are effectively leveraged to enhance service quality.

This role requires a problem-solving mindset, strong organizational skills, and a passion for continuous improvement. You will work closely with internal teams, including Product, Engineering, Data, and Service Delivery, to ensure smooth operations and an exceptional user experience.

Role Responsibilities

Process Optimization & Automation

• Analyzing and improving customer service processes to enhance efficiency and experience.

• Identifying opportunities for automation and system improvements to streamline CX operations.

• Working closely with product/ engineering and frontline service delivery teams to ensure the right balance between technology and human touch.

• Creating and maintaining Standard Operating Procedures (SOPs) and best practices documentation.

Cross-Functional Collaboration

• Acting as a bridge among teams, ensuring alignment on priorities and goals.

• Translating experience strategy and policy concepts into actionable insights for operational teams.

• Supporting the testing and rollout of new processes, systems, and automation tools.

Data-Driven Decision Making

• Using quantitative and qualitative data to identify bottlenecks and areas for improvement.

• Tracking key performance indicators (KPIs) to measure the impact of process changes.

• Providing recommendations based on insights from customer feedback and operational performance.

User-Centric Approach & Continuous Improvement

• Staying connected with the frontline user experience to identify pain points and opportunities for enhancement.

• Testing and iterating new solutions, ensuring they align with business objectives and customer needs.

• Mentoring and supporting team members in adopting best practices and new methodologies.

Role Qualifications

• Bachelor's degree in Business, Engineering, Computer Science, Process Automation, or related fields.

• 2-3 working experience in CX operations, process improvement, or product operations.

• Strong problem-solving skills with a logical and structured approach.

• Excellent communication and stakeholder management skills, with the ability to work across teams and cultures.

• Data-driven mindset, with experience in analyzing operational performance.

• Ability to adapt quickly in a fast-paced, dynamic environment.

• Intermediate to advanced English (additional languages such as Mandarin are a plus).

• Advanced knowledge of Excel or other data analysis and management tools

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 & 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, 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 #J-18808-Ljbffr

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