Senior Analyst CX Learning & Development

99; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology company is seeking a Senior Analyst in CX Learning & Development to design and deliver training programs aimed at enhancing customer experience. The role involves collaborating with various teams to ensure effective onboarding and continuous development of customer service representatives. The ideal candidate should have a Bachelor's degree and experience in knowledge management and training solutions.

Qualificações

• 2 to 5 years in knowledge management, LMS, and learning trails.
• Experience with stakeholders to deliver effective learning solutions.

Responsabilidades

• Collecting training needs and analyzing insights to define learning solutions.
• Managing and prioritizing a training request pipeline.

Conhecimentos

Program Management

Data Analysis

Communication

Formação académica

Bachelor's degree or equivalent

Ferramentas

Adobe Premiere

Captivate

Descrição da oferta de emprego

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About The Company
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.
About The Team/role
Are you passionate about L&D and Customer Experience? If you have experience designing learning programs to deliver the best customer experience, we'd like to meet you.
As a senior analyst, you will be responsible for planning and delivering training activities, developing training curricula, evaluating training delivery and measuring results for new hire onboarding and tenured CSRs. You will work closely with support teams such as Process Management and Quality Assurance as well as with Operations Frontline to promote and sustain our main KPIs. You will be challenged to develop a strong program to deliver education, training, and development for our customer experience team across multiple channels (written, voice, in-person).
You will also manage our customer services vendor training teams by working closely with our partners.
In this role, you'll be...

• Collecting training needs and analyzing insights and data to define the best learning solution
• Working closely with squad teams to promote customer-centric solutions
• Delivering training content in different formats such as online and in-class
• Managing our LMS regarding content creation and administration
• Maintaining, updating, and enhancing the onboarding training for new hires in CX
• Managing and prioritizing a training request pipeline with focus on the end user
• Implementing a short and long-term training schedule
• Tracking and reporting key performance indicators for L&D
• Measuring pre and post training results in comparison and correlation to the business KPIs
• Managing and improving BPO performance regarding learning solutions
• Analyzing KPI results and root causes to identify how L&D can consultatively bring the best learning solution
• Generating innovative solutions to complex problems and proposing improvements to processes and tools.

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

• Bachelor's degree or equivalent
• Proven experience of 2 to 5 years in knowledge management, LMS, and learning trails
• Passionate about learning and development with strong program management skills and willingness to create from scratch
• Experience working with stakeholders such as front operations, Quality Assurance, and Processes to gather insights and deliver effective learning solutions
• Data-driven mindset to analyze metrics and create measurable solutions aligned with business KPIs
• Experience in vendor management focusing on training teams (BPO management)
• Solid content development skills (visually appealing and engaging, including online learning tools like Adobe Premiere, Captivate, or equivalent)
• Strong interpersonal and communication skills in English and Portuguese
• Open-minded, creative, growth-oriented, and resilient to fast-changing environments
• Diversity and inclusion advocate

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 innovate new experiences that are safe, pleasant, and efficient.

We are data-driven

We believe in making informed decisions, analyzing valuable metrics to navigate strategically.

Win-win Collaboration

Success is a team effort. We help our partners and colleagues win, communicate with candor, and execute with excellence.

We believe in integrity

Integrity is core to our business. We do the right thing, speak our minds, and listen to each other.

Growth

We aim to improve continuously, learn from mistakes, and help each other grow.

Diversity and Inclusion

Diversity is a strength. We respect differences and promote equal opportunities. Our Diversity Committee works with HR, leadership, and identity groups like 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This journey is ongoing, and we welcome everyone, including pregnant people and people with disabilities (PwD).

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Human Resources

Industries

• Software Development