CX Inteligence Analyst

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

About the team/role:

The CX IBG Business Insights team partners closely with areas that design and operate our customer experience processes, acting as strategic advisors who bring data, insights, and guidance to the table. We embed ourselves in key projects and ensure that the team’s decisions are grounded in robust information, enabling smarter, faster, and more customer-centric outcomes.

In this role, you will drive analytical initiatives, shape metrics frameworks, and help answer critical business questions with clarity and depth. It’s an opportunity to influence CX strategies across multiple markets through rigorous analysis and a passion for elevating customer experiences.

In this role, you'll be...

• Deeply understand the information needs of the CX team and other key internal clients, proactively identifying gaps and opportunities to drive the business forward.
• Monitor customer-centric KPIs through robust reporting and analytics, promptly alerting the organization to critical developments and strategic opportunities.
• Apply quantitative methods and statistical analysis to uncover trends, patterns, and anomalies in customer experience data, supporting senior analysts in building a deeper understanding of business performance.
• Explore and incorporate new tools and technologies — including LLMs, generative AI, and agentic automation frameworks — into analytical workflows to accelerate insight generation and improve the efficiency of the CX Business Insights team.
• Generate actionable, data-driven recommendations that directly improve customer experience and support business objectives.
• Act as Point of Contact (PoC) for the CX IBG Business Insights team in Mexico, representing the area and ensuring alignment with local and global stakeholders.
• Design, evolve, and maintain automated reports, dashboards, and alert systems to enable self-service and foster a data-driven culture across the organization.
• Continuously refine analytical solutions to meet emerging business needs and ensure scalability.
• Collaborate with Business Process teams and other stakeholders to develop comprehensive user guides and documentation, guaranteeing the proper use of analytical tools.
• Lead training sessions and workshops to empower users to leverage data in solving complex business cases, reinforcing data-driven decision making at all levels.

• Proven experience in roles delivering data-driven insights to organizations, such as Business Intelligence, Business Analytics, Finance, Strategic Planning or Business Consulting.
• Bachelor's degree in Engineering, Mathematics, Statistics, Finance, Economics or related fields.
• Strong statistical foundation, with the ability to design hypothesis tests and apply appropriate algorithms to solve complex business problems.
• Solid Python or R for data analysis and modeling, along with SQL skills and advanced use of Google Sheets (or Excel).
• Demonstrated ability to synthesize large, complex datasets into clear insights and actionable recommendations.
• Highly results-oriented, with a mindset geared toward continuous improvement and delivering business impact.
• Passion for data and uncovering stories behind the numbers.
• Strong business acumen to contextualize analyses within strategic objectives.
• Communication and stakeholder management skills, capable of engaging both technical and non-technical audiences.
• Fluent in English (required); Spanish is a plus.
• Experience integrating LLMs and generative AI tools (e.g., OpenAI, Claude, Gemini) into analytical workflows to accelerate data exploration, automate reporting, and enhance decision-making.

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).