CX Learning

CX Learning & Development Sr Analyst Job Locations: BR-SP-Sao Paulo 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. Team Overview Are you passionate about L&D and Customer Experience? If you have experience designing learning programs to deliver the best customer experience, we'd like to meet you. As a senior analyst, you will be responsible for planning and delivering training activities, developing training curricula, evaluating training delivery and measuring results for new hire onboarding and tenured CSRs. You will work closely with support teams such as Process Management and Quality Assurance as well as with Operations Frontline in order to promote and sustain our main KPIs. You will be challenged to develop a strong program to deliver education, training and development for our customer experience team for multiple channels (written, voice, in-person). You will also manage our customer services vendor training teams by working closely with our partners. Role Responsibilities Collect training needs and analyze insights and data to define the best learning solution Work closely with squad teams to promote customer‑centric solutions Deliver training content in different formats such as online and in‑class Manage our LMS regarding content creation and administration Maintain, update and enhance onboarding training for new hire in CX Prioritize a training request pipeline with focus on the end user Implement short and long‑term training schedules Track and report key performance indicators for L&D Measure pre and post training results in comparison to business KPIs Improve BPO performance regarding learning solutions Analyze KPI results and root causes to consultatively bring the best learning solution Generate new and innovative solutions to complex problems and propose improvements to processes and tools Role Qualifications Bachelor's degree or equivalent 2–5 years experience in knowledge management, LMS and learning trails Passionate about learning and development with strong program management skills Experience working with front operations, QA and processes to deliver efficient learning solutions Data‑driven thinking to analyze metrics and create measurable solutions aligned to business KPIs Experience in vendor management focused on the training team (BPO management) Strong content development background (online learning tools such as Adobe Premiere, Captivate or equivalent) Strong interpersonal and communication skills in English and Portuguese Open‑minded, creative, growth mindset and resilient to fast‑changing environments Diversity and inclusion advocate EEO Statement We create customer value – We strive to always create valuable experiences for our users in everything we do. We are data‑driven – We are strong believers in making informed decisions, that’s why we are data‑driven. We believe in Win‑win Collaboration – Success is a team sport. We believe in integrity – Integrity is at the very core of our business. 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. 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). #J-18808-Ljbffr