Cx Antifraud Senior Analyst

Company Overview:
If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).

To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.

Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

LI-Hybrid

Team Overview:
At the core of our mission to deliver exceptional service lies a dedication to elevating the Customer Experience (CX). As a Senior CX Operations Analyst, you'll spearhead collaborative efforts, partnering with diverse stakeholders to drive projects, analyze data, and devise solutions that enhance user interactions and operational efficiency. Your role will directly impact countless lives, fostering positive outcomes for both users and our business.

Embracing diversity goes beyond surface differences for us. We value an inclusive environment that champions excellence and celebrates diversity in all its forms.

Respect and recognition of unique perspectives shape our workplace culture.

Role Responsibilities:

- Utilize investigation methodologies to analyze 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.

Role Qualifications:

- 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.

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 vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.

We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.

We reinforce that this position is open to everyone, including pregnant people and people with disabil