CX Continuous Improvement Sr Analyst

DiDi Global; São Paulo; Híbrido; BRL 120 000 - 160 000; Tempo integral

Resumo da oferta

DiDi Global in São Paulo seeks a Senior CX Service Design Specialist to bridge operations and data, turning complex service processes into scalable insights. You’ll translate end-to-end processes into measurable improvements and collaborate with regional and global teams to elevate customer experience and operational performance.

The role demands strong analytical thinking, systems thinking, and the ability to connect real-world operations with quantitative insights.

Qualificações

• Bachelor’s degree required.
• Advanced English; Spanish is a plus.
• 3+ years in continuous improvement, preferably in CX or service operations.
• Strong analytical reasoning and problem-solving skills.
• Ability to translate operations into data models, metrics, and insights.
• Experience with Excel and data manipulation; SQL mandatory.
• Process mapping and end-to-end workflow analysis.
• Familiarity with automation and AI tools to improve workflows.

Responsabilidades

• Support cross-functional improvement projects focused on optimizing customer service operations.
• Identify inefficiencies in CX processes and implement solutions using CI methodologies.
• Analyze datasets to detect trends and root causes; drive improvement opportunities.
• Coordinate implementation of CX improvements across regions and teams.
• Collaborate with regional and global stakeholders to ensure scalability.
• Document and standardize improvement projects for repeatability.
• Drive continuous improvement across regions, modalities, and operations.

Conhecimentos

Advanced English

Spanish (nice to have)

Analytical thinking

Problem solving

Data modeling

Workflow analysis

Automation tools

AI tools

Formação académica

Bachelor's degree

Ferramentas

Excel

SQL

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

As a CX Service Design Sr Specialist, you will act as a bridge between operations and data, translating complex service processes into structured insights and scalable solutions.

You will be responsible for deeply understanding end-to-end processes, identifying inefficiencies through data analysis, and designing improvements that enhance both customer experience and operational performance.

This role requires strong analytical reasoning, systems thinking, and the ability to connect operational reality with quantitative insights.

You will join a dynamic and collaborative Service Improvement team that works across countries and departments, with a shared commitment to elevating service quality and efficiency.

This is a unique opportunity to thrive in a fast-paced environment where innovation, agility, and a customer-first mindset are at the core of everything we do.

Role Responsibilities

• Support cross-functional improvement projects focused on optimizing customer service operations
• Identify inefficiencies in current Customer Experience processes and implement solutions using Continuous Improvement methodologies and frameworks
• Analyze, validate, and coordinate the implementation of Customer Experience (CX) improvement requests related to the CX process and platforms
• Analyze datasets to detect trends, root causes, and improvement opportunities.
• Collaborate with regional and global stakeholders across different teams and countries.
• Identify and support the implementation of system enhancements for customer support platforms.
• Document and standardize improvement projects to ensure scalability
• Drive the continuous improvement agenda across regions, modalities, and operational teams.

Role Qualifications

Must Haves

• Bachelor’s degree (required)
• Advanced English (spoken and written), Spanish is a plus
• 3+ years of experience in continuous improvement, preferably in customer experience or service operations
• Strong analytical reasoning and problem-solving skills.
• Ability to translate operational processes into data models, metrics, and insights
• Experience analyzing data to identify patterns, correlations, and root causes
• Experience with Excel and data manipulation. SQL is mandarory for this role.
• Experience with process mapping and end-to-end workflow analysis
• Familiarity with automation and AI tools to improve workflows
• Ability to structure ambiguous problems into clear analytical approaches
• A mindset focused on innovation, execution, and resilience

Nice to Haves

• Knowledge of CX operational metrics and KPIs (CSAT, AHT, TPH)

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