99 está contratando CX Fintech Analyst em: Greater São Paulo Area | LinkedIn (2024)

About The CompanyIf 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.

About The Team/roleThe CX Ops Analyst is responsible for managing and improving the customer experience, supporting Specialists and Managers in tactical and operational activities.

In this role, you'll be...

• Conduct customer journey mapping, identifying pain points, opportunities, and insights;
• Analyze the impact of new projects or features on customer service processes and overall customer experience;
• Map the workflow of customer service processes;
• Create and ensure the maintenance of documents used by the customer service teams (Flowcharts, SOPs, FAQs, Macros);
• Perform necessary configurations in ours systems;
• Develop Q&As to support frontline teams in handling customer inquiries, ensuring necessary approvals when required;
• Prepare and request communications to ensure the frontline always receives relevant information and updates for service delivery;
• Monitor experience indicators and conduct targeted analyses to identify improvement opportunities through the application of specific methodologies;
• Conduct ad-hoc deep-dives to monitor specific events or upon demand from client areas;
• Establish connections with frontline teams to understand and support their specific needs;
• Generate action plan recommendations and monitor their execution;
• Lead CX projects, with support from Specialists or managers;
• Prepare feedback reports for the business (VOC).

We're eager to be in touch because you have...

• Completed higher education
• Advanced English;
• Spanish (a plus)
• More than 1 year of experience in CX and/or Fintech
• Experience in process management and application of continuous improvement tools;
• Experience in data analysis and production of analytical and managerial reports;
• Basic knowledge of project management; (both agile and traditional methodologies)
• High proficiency in oral and written communication;
• Ability to conduct basic statistical data analysis;
• Sense of urgency and flexibility.

You'll love working at DiDi because...We create user 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.

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.

Growth

We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.

Diversity and Inclusion

Diversity is one of our biggest strengths. Our differences are what make us distinct. We respect each other and believe in equal opportunities for all.

Diversity & InclusionDiversity 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).