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-HybridYou will join a dynamic and collaborative Service Improvement team within CX that works across countries and departments, with a shared commitment to elevating service quality and efficiency.
As a CX Service Design Coordinator, 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.
● 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.
Must have:
● Bachelor’s degree (required)
● Advanced English (spoken and written)
● 3+ years of experience in process improvement role, preferably in CX
● Strong analytical reasoning and problem-solving skills (must). Experience analyzing data to identify patterns, correlations, and root causes
● Ability to translate operational processes into data models, metrics, and insights andto structure ambiguous problems into clear analytical approaches
● Experience with Excel and data manipulation. SQL is a plus
● Familiarity with automation and AI tools to improve workflows
Nice to have:
● Knowledge of CX metrics and KPIs (CSAT, AHT, TPH)
● Background in improving ticket management and escalation flows
Diversity is not a future vision or a wish for something we want someday; it is a non-negotiable value of who we are today.
We embrace inclusion, plurality, and respect, and to achieve this, we rely on the governance of the Diversity Committee, which works alongside HR, our leadership, and identity groups—99Adapta, 99Afro, 99Colors, 99Womem, and 99Familys.
This is our ongoing journey, with much more still to come.
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