CX Operations Sr Analyst

Didi; São Paulo; Híbrido; BRL 120 000 - 180 000; Tempo integral

Resumo da oferta

DiDi is seeking a Senior Analyst for the CX Service Strategy team in our Food business. You will drive AI-driven automation, redesign complex customer journeys, and partner with cross-functional teams to improve the customer experience across channels.

You will analyze data, build business cases, run experiments, and manage stakeholders across countries, contributing to scalable processes and cost-saving opportunities.

Qualificações

• Bachelor's degree in a quantitative field (engineering, economics, technology or related).
• 3+ years in product operations and/or process optimization.
• Strong analytical skills with data-driven decision making.
• Experience with agile methodologies and project delivery.

Responsabilidades

• Drive cross-functional efforts to redesign complex customer journeys
• Implement AI-based workflows to increase efficiency
• Influence the product roadmap using data-driven business cases
• Proactively identify cost-saving and experience opportunities through process optimization
• Manage stakeholders from different business units and countries
• Design systematic solutions for high-complexity operational problems
• Lead A/B tests and experiments to validate process improvements
• Ensure documentation and governance of all channel configurations.

Conhecimentos

Data analysis

Agile methodologies

Project management

Formação académica

Bachelor's degree in quantitative field

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

This position is part of our CX Service Strategy team, where you will join a diverse, multinational group responsible for: a) enhancing automated solutions through intelligent channel strategies and continuous improvement; b) ensuring the best possible experience for users in our help center, thinking in the short term and long term vision; c) design optimal and efficient processIn this role, you will focus primarily on our Food business, work closely with cross-functional teams and build strong relationships with key stakeholders. As senior analyst, you will be responsible for driving process redesign and product operations projects. You will analyze complex data to identify optimization opportunities and implement AI-driven automation to reduce friction and enhance the customer journey across multiple channels.

Role Responsibilities

• Drive cross-functional efforts to redesign complex customer journeys
• Implement AI-based workflows to increase efficiency
• Influence the product roadmap using data-driven business cases
• Proactively identify cost-saving and experience opportunities through process optimization
• Manage stakeholders from different business units and countries
• Design systematic solutions for high-complexity operational problems
• Lead a/b tests and experiments to validate process improvements
• Ensure documentation and governance of all channel configurations.

Role Qualifications

• Bachelor degree in a quantitative discipline: engineering, economics, technology or related fields
• 3+ year of previous experience in product operations and/or process optimization
• Strong analytical skills with the ability to interpret data and generate actionable insights
• Critical thinking and problem-solving abilities, with a focus on process optimization and workflow improvements
• Experience in project management and agile methodologies