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Customer Experience Intelligence Sr Analyst



IT, Customer Service
são paulo, state of são paulo, brazil
Posted on Tuesday, September 12, 2023
About The Company

If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).

To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.

Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

About The Team/role

In the CX area, we are hundreds of people, from different places and with different cultures, responsible for strategically managing the customers' experience throughout their journey with the company.

We are a customer-centric team, which means that we adopt and apply a list of key experience principles that establish the expected behaviors, mindset, processes, metrics and ways of working to protect customer’s experience while generating value to the business. We look for people who are willing to embrace these principles by going far and beyond to bring them to life, and more importantly, who are passionate and driven by positively impact people’s lives and experiences.

This position is to join our CX Business Insights team. You will be joining a very diverse and multinational team, that is responsible for data and insights for all our International Business countries, and all business lines we have. This position needs to be a key business partner for our Service Excellence (SE) team in Brazil, which is the team responsible for our BPOs operations. The role has the responsibility of providing SE the data support required, such as access to information, dashboards, analysis and insights, developing and improving our data capabilities, making them even more useful and actionable for our key internal and external stakeholders.

In this role, you'll be...

  • Responsible for BPO data capabilities enhancement: it is expected that this role can improve the way we track BPO data performance, guaranteeing for example the data accuracy and methodology alignment of our results, user-centric dashboards, and clear understanding from our stakeholders needs.
  • Responsible for stakeholder management: it is expected to interact with our key stakeholders to collect their feedbacks and needs, provide them the necessary training to our dashboards usage, also be very connected to them, giving visibility to latest updates and future changes/developments roadmap.
  • Support global squads with analysis and deep dives that will guide the teams to prioritize solutions and improvements in the customer experience.
  • Generate new hypothesis about our business, through a deep understanding of the data, customer behaviour, and our product. Find root causes to be shared with key stakeholders, and support the team to connect their analysis with business events. Drive Service Excellence strategy throught analysis and recommendations.
  • Responsible for sharing key insights from CX with senior leadership.
  • Support the development of new indicators to enhance business insights: methodology discussions, and stakeholder alignment.

We're eager to be in touch because you have...

  • Bachelor degree in a quantitative discipline: statistics, applied mathematics, operation research, computer science, engineering, economics, etc.
  • 1+ year of experience in data analytics and business insights.
  • Fluent Business English is mandatory. Mandarin and/or Spanish is a plus
  • Programming-related knowledge and experience. Strong SQL skills is mandatory.
  • Strong skills and knowledge in data visualization tools (such as Excel pivot tables, Tableau, Power BI, DataStudio)
  • Knowledge in experimental design (such as A/B experiments) and statistical methods (R or basic concepts) is a plus
  • Excellent oral and written communication skills. Ability to communicate findings clearly to both technical and non-technical audiences.
  • Resilient, able to work in a very dynamic, fast and highly motivated
  • Able to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.
  • Must be customer centric and has the ability to develop creative solutions to a variety of complex problems
  • Project management skill and experience with agile methodologies is a plus.

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.


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.

We are committed to building inclusive and diverse teams

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 99familias. 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).