CX Product Operations Analyst

Overview Join to apply for the CX Product Operations Analyst role at 99 . This position is part of our CX Product Operations team , responsible for: a) enhancing automated solutions through intelligent channel strategies and continuous improvement; b) ensuring the best possible experience for users in our help center, thinking in the short term and long term vision. In this role, you will focus primarily on our Food business, work closely with cross-functional teams, and build strong relationships with key stakeholders. You will contribute to OKR performance tracking, lead product discovery, and analyze data to identify correlations and root causes; propose solutions to optimize CX channel operations and ensure system configurations align with business needs. Responsibilities Process Optimization: Identify and implement improvements across the product and user journey. Collaborate with product managers and cross-functional teams to streamline workflows and boost efficiency. Continuous Improvement: Analyze current operations, processes, and workflows through in-depth analysis, research, benchmarking, and in-app tests. Investigate data to uncover root causes of business issues; prioritize and implement solutions to improve experience and efficiency. Data Analysis & Reporting: Analyze product performance metrics and provide actionable insights. Design and maintain dashboards and reports that track KPIs and product success. Cross-Functional Support: Support various departments to ensure smooth coordination and execution of product launches and releases; engage with senior stakeholders to inform decision-making. Product Lifecycle Management: Contribute to creation and maintenance of product documentation, release notes, feature descriptions, process guides, roadmaps, goals, and timelines; ensure accurate system configuration. Risk & Issue Management: Identify and communicate potential risks or issues and mitigate them proactively. Qualifications Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields +1 year of previous experience in product operations, user research, data analytics or business insights Advanced skills in Microsoft or Google tools (Excel, PowerPoint, Google Slides, Google Spreadsheet) Strong analytical skills with the ability to interpret data and generate actionable insights Problem-solving abilities with a focus on process optimization and workflow improvements Good oral/written communication and interpersonal skills, with the ability to collaborate effectively across teams Ability to handle multiple tasks simultaneously and prioritize them effectively Ability to maintain accuracy and high quality in all tasks while adhering to deadlines Resilient, able to work in a dynamic, fast and highly motivated environment Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment Must be customer centric and able to develop creative solutions to complex problems Fluent Business English Nice to have Strong skills in data visualization tools (Tableau, Power BI, DataStudio) Knowledge in experimental design (A/B testing) General knowledge of UX/UI CX operation knowledge Why you’ll love working at DiDi We create user value by innovating safe, pleasant, and efficient experiences. We are data-driven and collaborate to win together while maintaining integrity and growth. We value diversity and inclusion and open opportunities for all. Diversity & Inclusion Diversity is not a future vision; it is a non-negotiable value. We practice inclusion and respect, and we count on the Diversity Committee alongside HR and leadership. This position is open to everyone, including pregnant people and people with disabilities (PwD). Seniority level Entry level Employment type Full-time Job function Product Management and Marketing Industries: Software Development Referrals increase your chances of interviewing at 99 by 2x. We’re unlocking community knowledge in a new way, with insights added to each article started with the help of AI. #J-18808-Ljbffr