Business Improvement Experience Specialist
DiDi Global, Brazil

About 99:
99 is a Brazilian technology company founded in 2012 and today is part of the global company DiDi Chuxing, the largest app platform for convenience and transport in the world! Here, our mission is to build the best journey for users, transforming people's lives by offering more accessible, safe and convenient services for passengers and customers, and the most profitable and easy going day-to-day life for drivers, restaurants and delivery partners, through technology. To make all of this happen, we have a team of super talented professionals who interact in an environment full of creativity, energy and respect for diversity. The Orangers (our way of calling the employees) are the ones responsible for revolutionizing urban mobility (99), build quick options for all pockets and appetites (99Food), and offer a digital wallet, so you can pay from trips to bank slips (99Pay).
The way we live our values says a lot about your journey here at 99. For us, in addition to being a social responsibility, Diversity allows us to create a more creative and energetic environment. Being an increasingly inclusive, plural and respectful Company is a priority for us.
Join our team! Here you can be who you really are.

About the job:
Business Improvement amp; Experience Specialist is responsible for design and managing the customer journey. Besides that, this position will lead projects within CX areas and cross, will ensure the evolution of company OKRs under your responsibility and support in the development of technical skills in the BIamp;E team.
Responsibilities

• Design process and methods to monitor the process continuous improvement of our main experience and efficiency KPIs;
• Conduct targeted analyzes to identify opportunities to improve experience and efficiency through the application of specific methodologies;
• Create action plan recommendations and monitor their execution;
• Will be responsible to prioritize the tasks in Workstream under your responsibility, ensuring deliveries and reporting progress / blocks;
• Ensure the maintenance of documents used by delivery teams (Workflows, SOPs, FAQs, Macros);
• Establish processes and governance with delivery teams to ensure that the insights of the operation enter our backlog and incorporate them into the processes of continuous improvement;
• Establish governance with the leaders of client areas to understand and support their needs;
• Prepare feedback reports for the business and establish governance to disseminate "Voice of the Customer" to other areas;
• Lead forums of opportunities and improvement of customer experience;
• Lead strategic projects in UAU (Unit of Customer Care);
• Work with other specialists and workstreams to share best practices.

The successful applicant

• Bachelor's degree / Postgraduate (desirable);
• English advanced;
• Experience in process management and application of tools for continuous improvement;
• 6 Sigma certification and Project management certification (PMBOK and Agile) is a differential;
• Google Sheets / Advanced Excel;
• High communication skills;
• Ability to work with complex prioritizations;
• Ability to perform data analysis and elaborated statistics;Conflict management and negotiation skills.