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Cx Antifraud Senior Analyst
2 meses atrás
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.