Job Description
CX Operations Sr Analyst
Sao Paulo - Brazil
Customer Experience
Regular
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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 a detail-oriented, proactive leader passionate about creating seamless customer experiences? As our
CX Risk Manager
, you will own the design, execution, and continuous improvement of Customer Service SOPs that address risk and antifraud challenges. We’re looking for someone with expertise in risk management within payments or financial services who can bring innovative ideas to the table. Collaborating with cross-functional teams, you’ll ensure customer trust and safety remain a top priority while making a tangible impact on our operations.
In this role, you'll be...
Leading the development, implementation, and continuous improvement of Customer Service SOPs focused on risk management and antifraud measures.
Applying expertise in risk-related topics specific to payments or financial business to develop robust and effective processes.
Collaborating with the Risk Director and other stakeholders to align risk prevention strategies across departments.
Monitoring emerging trends in risk and fraud within the customer experience and financial domains to ensure our practices remain cutting-edge.
Conducting regular reviews and audits of SOPs to ensure compliance with internal policies and external regulations.
Acting as the go-to expert for customer service risk-related issues, providing guidance and support to relevant teams.
Analyzing data and KPIs to evaluate SOP effectiveness and drive enhancements.
Ensuring high-quality communication and alignment with stakeholders, including external regulators when necessary.
Driving continuous improvement initiatives to enhance risk mitigation and customer satisfaction simultaneously.
Leading projects that strengthen customer trust and minimize operational risks through innovative solutions.
We're eager to be in touch because you have...
Full-time bachelor or above degree；
Relevant work experience in payment institutions, digital banks, card scheme associations, and related position of fraud prevention;
Be good at communication and coordination, with international vision, strong logical thinking, innovation ability, organization and coordination ability, execution ability, sense of responsibility and team spirit;
Good English communication skills, good documentation skills;
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).
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