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-HybridWe are looking for a Competitive Intelligence and Social Insights Coordinator to join our Customer Experience (CX) team, a high-impact area that translates public sentiment and market dynamics into strategic decisions. This role is pivotal in shaping CX strategies by identifying actionable opportunities and early warning signs that may affect brand health, reputation, or business performance.
You’ll be part of a cross-functional and collaborative environment, helping us stay ahead in a competitive landscape by connecting the dots between what customers say, what competitors do, and what we should act on fast.
Identifying operational, reputational, or product opportunities through deep analysis of social media behavior and real-time conversation trends.
Leveraging advanced listening tools (e.g., Brandwatch, Sprinklr, Stilingue) to monitor sentiment, brand perception, and market signals.
Delivering weekly and ad-hoc insight reports that inform key decisions across the business.
Partnering with core teams such as Marketing, Brand, Safety & Security, Risk, Fraud, Legal, and others to deliver actionable insights aligned to each domain's objectives.
Connecting quantitative data with qualitative feedback to improve user experience and journey across touchpoints.
Tracking competitor strategies, pricing, marketing campaigns, and reputational movements across the Food, Mobility, and Fintech sectors.
Identifying emerging risks, viral potential topics, or industry shifts that could impact our position — and proposing proactive mitigation plans.
Supporting strategic presentations, dashboards, or war rooms during critical brand moments or launches.
Being the go-to person on social media dynamics, new platform features, and behavioral trends — from Instagram Reels to X viral threads.
Mapping content trends and user sentiment that impact brand image, acquisition, retention, or NPS.
Working across different departments and geographies, managing diverse demands while maintaining prioritization and autonomy.
Helping build a culture of insight-driven decision-making through storytelling, stakeholder education, and scalability of reports.
Bachelor’s degree in Marketing, Business, Communications, Journalism, or related areas.
3–5 years of experience in competitive intelligence, social insights, customer experience, or strategy roles.
Hands-on experience with listening tools (e.g., Brandwatch, Sprinklr, Stilingue) and strong command of social media analytics.
Analytical mindset and problem-solving skills to turn fragmented data into clear narratives and strategic recommendations.
Previous exposure to CX operations, community engagement, or reputational risk management is a strong plus.
Advanced English is essential for this role, while intermediate Spanish is a strong plus..
Excellent written and verbal communication skills, including experience presenting to senior leadership.
High cultural awareness, ability to interpret digital language, and passion for staying up to date with internet culture.
Familiarity with crisis monitoring, PR-sensitive topics, or reactive strategies in fast-paced environments.
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.
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