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Cx Antifraud Senior Analyst

2 meses atrás


São Paulo, São Paulo, Brasil Didi Global Tempo inteiro
About the Role

We are seeking a highly skilled Senior CX Operations Analyst to join our team at Didi Global. As a key member of our Customer Experience (CX) department, you will play a critical role in driving projects, analyzing data, and devising solutions that enhance user interactions and operational efficiency.

Key Responsibilities:

  • Utilize investigation methodologies to analyze key performance indicators (KPIs) and make informed decisions to maintain performance.
  • Design and structure resolution workflows tailored to banking or fintech environments.
  • Analyze fraud modalities across internal and external channels, identifying areas for improvement.
  • Conduct in-depth analyses of databases and frontline interactions to optimize service offerings.
  • Collaborate with cross-functional teams to anticipate and address potential issues.
  • Drive continuous improvement initiatives, addressing organizational barriers to success.

Requirements:

  • 5+ years of experience in customer experience processes and process improvement.
  • At least 2 years in banks, fintechs, or financial services, especially in the risk area.
  • Demonstrates advanced/fluent English proficiency.
  • Deep understanding of continuous improvement methodologies, with previous Black/Green belt experience preferred.
  • Ability to work autonomously, multitask, and prioritize effectively.
  • Customer-oriented with a knack for developing solutions to complex problems.
  • Strong analytical and critical thinking skills.
  • Adept at building connections and executing solutions beneficial to the business, partners, and consumers.

What We Offer:

  • A dynamic and inclusive work environment that values diversity and promotes growth.
  • Opportunities for professional development and continuous learning.
  • A collaborative team that works together to drive innovation and excellence.
  • A competitive salary and benefits package.