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 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

As a Senior Analyst for CX Learning & Development, 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 Customer Service Representatives (CSRs). You will work closely with support teams such as Process Management and Quality Assurance, as well as with Operations Frontline, to promote and sustain key performance indicators (KPIs).

Role Responsibilities

• Managing and improving Business Process Outsourcing (BPO) performance regarding learning solutions.

• Managing external vendor training teams, working closely with partners to ensure training is created, executed on time, and of good quality.

• 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 the Learning Management System (LMS) regarding content creation and administration.

• Maintaining, updating, and enhancing onboarding training for new hires in CX.

• Managing and prioritizing a training request pipeline with a focus on the end-user.

• Implementing a short- and long-term training schedule.

• Keeping track of and reporting key performance indicators for L&D.

• Measuring pre- and post-training results in comparison and correlation to the business line's KPIs.

• Analyzing KPI 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.

• Strong interpersonal and communication skills in English and Portuguese. Fluency in Spanish is also required due to the location of BPOs in different regions of Latin America.

• 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. 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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