Cx Operations Excellence Intern

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.

Team Overview:
If you are passionate about challenges, innovation and constantly striving for excellence, we have a unique opportunity for you We are looking for an intern to join our Global CX Ops COE (Center of Operational Excellence), a vital area for continuous improvement and efficiency in all the company's operations.
- Collaborating in the development and implementation of operational excellence strategies.
- Analyzing existing processes, identifying areas for improvement and proposing innovative solutions.
- Actively participate in optimization projects, from conception to implementation.
- Work with cross-functional teams to ensure effective integration of improvement initiatives.
- Contributing to the creation of performance metrics and key indicators to evaluate the success of initiatives.

Role Responsibilities:

- Raise requests regarding improvements in CX COE on behalf of the CX teams across the region
- Use dashboards to take relevant information to enhance business & experience improvements
- Update management sheets or presentation to track tasks and status of initiatives in order to provide visibility to all CX teams
- Mapping process in order to generate more efficency and improve experience from our customers
- Create minutes and keep track of all agreements and learnings for specific projects

Role Qualifications:

- Preferred degree: engineering, business administration or similar
- Passion for project management and/or process improvement
- No previous experience is required
- Must have advanced/fluent english, great communication skills to interact with multiple stakeholders from around the world
- Good interpersonal skills and comfortable coordinating people and projects
- Must be able to multitask and quick adaptation to changing environments
- Customer focused
- Google Sheets and Presentation skills
- Positive “can do” attitude
- Analytical skills and the ability to solve problems creatively.

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 disabilities (PwD).