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Fintech CX Operations Analyst

hace 2 meses

Xico, México Didi Global A tiempo completo

About Didi Global

DiDi Global Inc. is a leading mobility technology company that offers a range of services across various markets, including ride-hailing, taxi-hailing, chauffeur services, food delivery, and financial services. Our mission is to create a safe, inclusive, and sustainable transportation ecosystem for cities of the future.

About the Team

We are a diverse team of hundreds of professionals from different backgrounds and cultures, responsible for managing customer experiences throughout their journey with our company. Our team is committed to collaborating with policymakers, the taxi industry, the automobile industry, and the communities to solve transportation, environmental, and employment challenges.

About the Role

We are seeking a dynamic and proactive professional to join our Credit Business Improvement & CX Ops team. As a Fintech CX Operations Analyst, you will be responsible for:

  • Fulfilling tasks set out by the Credit Business Improvement & CX Ops team
  • Performing data analysis to propose business solutions
  • Creating and improving standard operating procedures
  • Partnering with cross-functional stakeholders
  • Supporting the execution and implementation of initiatives focused on enhancing the customer experience
  • Creating content material for presentations
  • Optimizing FAQ, processes, and reply templates content to improve issue resolution
  • Supporting the analysis of performance data, measuring impact to customers, and internal OKRs

Requirements

To be successful in this role, you will need:

  • A Bachelor's degree in Engineering, Economics, Business Administration, or a related field
  • Proficiency in Excel
  • Proficiency in English
  • Excellent written communication and presentation skills
  • Comfort working with teams in different time zones (China and Brazil)
  • Knowledge of SQL (nice to have)

About Us

We are committed to building inclusive and diverse teams and a workplace that is free from discrimination and harassment. We believe that diversity is one of our biggest strengths and that our differences are what make us distinct. We respect each other and believe in equal opportunities for all.