CX Continuous Improvement Sr Analyst

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…