Channel Operations Senior Analyst

DiDi Global; São Paulo; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

DiDi Global is seeking a Specialist in Customer Experience Systems to enhance user experience across its services in São Paulo. The role involves configuring systems, analyzing user challenges, and implementing effective, data-driven solutions. Ideal candidates will possess strong analytical skills, a customer-centric mindset, and an ability to work effectively in a collaborative environment.

Qualificações

• Strong analytical skills with the ability to interpret data.
• A customer-centric mindset focused on improving user experience.
• Excellent communication skills for articulating complex issues.

Responsabilidades

• Configure and optimize customer-facing systems to improve user experience.
• Investigate user pain points and propose innovative solutions.
• Collaborate with product, engineering, and support teams.

Conhecimentos

Analytical Skills

Customer-Centric Mindset

Problem-Solving

Communication Skills

Descrição da oferta de emprego

Company Overview

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

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

#LI-Hybrid

Team Overview

Are you passionate about enhancing the user experience and tackling customer pain points head-on? We're looking for a Specialist, Customer Experience Systems to join our team. In this role, you'll be instrumental in configuring our customer-facing systems, deeply investigating user challenges, and implementing data-driven solutions to reduce customer effort.

Role Responsibilities

• Configure and optimize our customer-facing systems to directly improve the end-user experience.
• Investigate and identify user pain points within our Help Center, leveraging qualitative and quantitative data.
• Propose and implement innovative solutions to address identified user issues, focusing on enhancing usability and clarity.
• Analyze customer effort metrics and proactively implement actions to streamline processes and reduce friction for our users.
• Collaborate closely with product, engineering, and support teams to ensure a seamless and intuitive customer journey.
• Monitor the performance of implemented solutions and iterate based on user feedback and data analysis.

Role Qualifications

• Strong analytical skills with the ability to interpret data and translate insights into actionable solutions.
• A customer-centric mindset with a passion for problem-solving and improving user experience.
• Excellent communication skills, capable of articulating complex issues and solutions clearly.
• Ability to work autonomously and collaboratively in a fast-paced environment.
• Advanced in English, both written and spoken.

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 future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.

We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.

This is our ongoing journey, with much more still to come.

We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms