CX Ops Fintech - intern

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

We are seeking a dynamic and energetic professional to join our company as a Programs Management Intern. In this role, you will have the opportunity to learn about our company, contribute to improving our payments process, and be a part of the disruptive evolution of our customer experience department. As an intern, you will play a crucial role in developing and executing strategic initiatives aimed at delivering the best-in-class experience for our customers across our Fintech Ecosystem. You will work in a collaborative, high-energy, and fast-paced environment. If you are a sharp analytical thinker, goal-oriented, and eager to learn, this position is for you.

Role Responsibilities

• Fulfill tasks set out by the CX team.
• Data analysis to support the development of strategies to impact and improve users' experience.
• Drive the transformation of insights into real-life solutions, and ensure OKRs and SLAs are achieved.
• Develop and improve standard operating procedures.
• Optimize FAQ and Reply Templates content to improve issue resolution.
• Analyze and improve workflows across CX and service operations to eliminate inefficiencies and enhance the end-user journey;
• Cross-Functional Collaboration: Partner with Product, Engineering, and Compliance teams to align improvement strategies with the Fintech CX unit's goals;

Role Qualifications

• Education: Pursuing a degree in Operations Management, Engineering, Business Administration, Economics, Actuary, or a related field.
• Analytics: Interest in and knowledge of analytics is desired.
• Excel Skills: are a must and experience with other database tools is helpful.
• Adaptability: Comfortable learning and using new software tools.
• Passion: A demonstrated passion for finance and technology
• Language Skills: Advanced English. 
• Project/Time Management: Interest in project and time management with basic skills.

EEO Statement

• We create customer 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.
• We believe in 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.
• We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
• We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.

Diversity & Inclusion

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.

  We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).  I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms