CX Continuous Improvement Sr Analyst

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

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.

In this role, you'll be...

• 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.
  
  
  

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

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)
  
  
  

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 & Inclusion

Diversity 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).

Show more Show less