Senior Analyst Cx Learning

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 , 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 : LI-Hybrid 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 : Collecting training needs and analyzing insights and data to define the best learning solution Working closely with squad teams to promote customer-centric solutions Delivering training content in different formats such as online and in-class Managing our LMS regarding content creation and administration Maintaining, updating and enhancing the onboarding training to new hire in CX Managing and prioritizing a training request pipeline with focus on the end user Implementing a short and long term training schedule Keeping track and reporting key performance indicators for L&D Measuring pre and post training results in comparison and correlation to the business lines KPIs Managing and improving BPO performance regarding learning solutions Analyzing KPIs results and root causes to identify how L&D can consultatively bring the best learning solution Generating new and innovative solutions to complex problems and proposing improvements to processes and tools. Role Qualifications : Bachelor's degree or equivalent Proven experience between 2 and 5 years in knowledge management, learning management systems (LMS) and learning trails. Passionate about learning and development with strong program management skills and willingness to create from scratch. Experience working with a full range of stakeholders such as front operations, Quality Assurance and Processes in order to collect powerful insights and deliver efficient learning solutions Data driven thinking to analyze correlation of a different set of metrics and ability to create solutions that are measurable and in accordance to the business KPIs Experience in vendor management with focus on the training team (BPO management) Solid content development background (visually appealing and audience engaging, including online learning - 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 ve Our focus is to always innovate new experiences that are safe, pleasant, and efficient. We can better navigate the business landscape strategically by analyzing valuable metrics. 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. #J-18808-Ljbffr