Senior Analyst CX Learning & Development

Join to apply for the Senior Analyst CX Learning & Development role at 99 1 day ago Be among the first 25 applicants Join to apply for the Senior Analyst CX Learning & Development role at 99 About The Company If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey. 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 passionate about L&D and Customer Experience? If you have experience designing learning programs to deliver the best customer experience, we'd like to meet you. As a senior analyst, you will be responsible for planning and delivering training activities, developing training curricula, evaluating training delivery and measuring results for new hire onboarding and tenured CSRs. You will work closely with support teams such as Process Management and Quality Assurance as well as with Operations Frontline in order to promote and sustain our main KPIs. You will be challenged to develop a strong program to deliver education, training and development for our customer experience team for multiple channels (written, voice, in-person). You will also manage our customer services vendor training teams by working closely with our partners. In this role, you'll be Collecting training needs and analyzing insights and data to define the best learning solution Working closely with squad teams to promote customer-centric solutions Delivering training content in different formats such as online and in-class Managing our LMS regarding content creation and administration Maintaining, updating and enhancing the onboarding training to new hire in CX Managing and prioritizing a training request pipeline with focus on the end user Implementing a short and long term training schedule Keeping track and reporting key performance indicators for L&D Measuring pre and post training results in comparison and correlation to the business lines KPIs Managing and improving BPO performance regarding learning solutions Analyzing KPIs results and root causes to identify how L&D can consultatively bring the best learning solution Generating new and innovative solutions to complex problems and proposing improvements to processes and tools. We're eager to be in touch because you have Bachelor's degree or equivalent Proven experience between 2 and 5 years in knowledge management, learning management systems (LMS) and learning trails. Passionate about learning and development with strong program management skills and willingness to create from scratch. Experience working with a full range of stakeholders such as front operations, Quality Assurance and Processes in order to collect powerful insights and deliver efficient learning solutions Data driven thinking to analyze correlation of a different set of metrics and ability to create solutions that are measurable and in accordance to the business KPIs Experience in vendor management with focus on the training team (BPO management) Solid content development background (visually appealing and audience engaging, including online learning - Adobe Premiere, Captivate or equivalent) Strong interpersonal and communication skills in English and Portuguese Open minded, creative, growth mindset and resilient to fast-changing environments Diversity and inclusion advocate 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). Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Human Resources Industries Software Development Referrals increase your chances of interviewing at 99 by 2x HR Business Partner - Amazon Logistics, PXT People eXperience and Technology (Human Resources) HR Business Partner - Amazon Logistics, PXT People eXperience and Technology (Human Resources) HR Business Partner - Amazon Logistics, PXT People eXperience and Technology (Human Resources) Senior HR Analyst, People Analytics-R-232878 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. J-18808-Ljbffr

Location: Região Geográfica Intermediária de São Paulo, São Paulo, BR

Posted Date: 7/9/2025