CX Learning

About The Company 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 for users, communities, and society as a whole, with mobility and delivery services (99) or digital payments (99Pay). Since 2018, we have been part of DiDi Global Inc., the world’s leading mobility technology platform, building innovative solutions from Brazil to more than 12 countries where DiDi operates. We pursue challenges at a fast pace with respect, collaboration, and good humor, and we draw strength from diverse experiences to grow together and deliver better results.About The Team/role 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 plan and deliver training activities, develop training curricula, evaluate training delivery and measure results for new hire onboarding and tenured CSRs. You will work with support teams (Process Management and Quality Assurance) and Operations Frontline to promote and sustain our KPIs, and develop a strong program to educate and develop our customer experience team across multiple channels (written, voice, in-person). You will also manage our customer services vendor training teams in collaboration with our partners.In this role, you\'ll be... Collect training needs and analyze data to define the best learning solution Work with squad teams to promote customer-centric solutions Deliver training content in online and in-class formats Manage our LMS content creation and administration Maintain, update and enhance onboarding training for new hires in CX Prioritize and manage a training request pipeline with focus on the end user Implement short- and long-term training schedules Track and report KPI metrics for L&D Measure pre- and post-training results in relation to business KPIs Improve BPO performance regarding learning solutions Analyze KPI results and root causes to provide optimal learning solutions Generate innovative solutions to complex problems and propose process/tool improvements We\'re eager to be in touch because you have... Bachelor\'s degree or equivalent 2–5 years of experience in knowledge management, LMS, and learning trails Strong passion for learning and development with program management skills and willingness to create from scratch Experience working with stakeholders across operations, QA, and processes to extract insights and deliver effective learning solutions Data-driven thinking to analyze metrics and create measurable solutions aligned with KPIs Vendor management experience focusing on training teams (BPO management) Solid content development background (visually engaging for online learning; Adobe Premiere, Captivate or equivalents) Strong interpersonal and communication skills in English and Portuguese Open-minded, creative, growth-oriented, and resilient to fast-changing environments Diversity and inclusion advocate You\'ll love working at DiDi because... We create user value: strive to deliver valuable, safe, pleasant, and efficient experiences We are data-driven: make informed decisions by analyzing metrics to navigate the business landscape Win-win collaboration: work with partners and colleagues to help everyone win We believe in integrity: do the right thing, speak our minds, and listen Growth: venture beyond comfort zones, learn from mistakes, and help each other grow Diversity and Inclusion: respect differences and provide equal opportunities for all Diversity & Inclusion: diversity is a non-negotiable value; inclusion, plurality, and respect guide our governance We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD). Seniority level Mid-Senior level Employment type Full-time Job function Human Resources Industries: Software Development Referrals increase your chances of interviewing at 99 by 2x Senior Manager - PXT (Human Resources), PXT Operations Brazil We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr