User Success Sr. Analyst

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

The User Success Sr. Analyst role offers a unique opportunity to drive growth in one of the fastest-growing companies, specifically in an exciting & booming new business line. This data-driven position requires a blend of analytical thinking and interpersonal skills to effectively manage the user base and influence behavior.

The User Success team is at the heart of our customer-centric strategy. As a User Success Sr. Analyst, you will be the bridge between user feedback and business action. Your mission is to deep-dive into the user journey to identify friction points and opportunities for growth. You won't just report data; you will transform insights into loyalty strategies and operational improvements that ensure our users don't just use our platform, but love it. This is a role for a strategic thinker who is passionate about building long-term relationships through excellence in experience.

Role Responsibilities

• Leading initiatives to improve user experience across the journey.
• Designing and executing user surveys, feedback loops, and insights analysis.
• Developing and managing loyalty programs to drive user stickiness.
• Partnering with Product and Ops to address pain points in the user journey.
• Translating insights into actionable improvements and measurable impact.
• Ensuring that the voice of the user is represented in strategic decisions.
  
  

Role Qualifications

• At least 2 years of preferably online Grocery (or Food) delivery business, especially in (user) operations roles
• Strong track record in consumer products, retail, or digital platforms.
• Strong ability to manipulate data and translate complex feedback into actionable insights. You are comfortable with journey mapping and using data to back every decision.
• Experience in designing and implementing loyalty programs or retention initiatives from scratch, focusing on scalability and measurable impact.
• The ability to work independently and collaborate with Product and Ops teams to solve friction points in the user journey.
• A proactive attitude with the seniority to take ownership of projects, navigate ambiguity, and deliver results in a fast-paced, high-growth tech setting.
• Portuguese and English proficiency (mandatory); Mandarin is a strong plus.
  
  

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

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