Program Specialist - Customer Experience Analyst
Uber
Date: 7 hours ago
City: Sydney, New South Wales
Contract type: Full time
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
The ANZ Customer Experience Team is dedicated to delivering seamless and impactful customer experiences through considered policy development and enhancement, product launches, automation, and strategic initiatives.
We are seeking a data-driven professional with a passion for analytics and customer insights. In this role, you will analyse customer data, surface meaningful insights, and design experiments to enhance the end-to-end customer journey. You will also be responsible for presenting your findings and strategic recommendations to senior stakeholders, supporting data-informed decision-making across the business.
Your Impact in Role
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
The ANZ Customer Experience Team is dedicated to delivering seamless and impactful customer experiences through considered policy development and enhancement, product launches, automation, and strategic initiatives.
We are seeking a data-driven professional with a passion for analytics and customer insights. In this role, you will analyse customer data, surface meaningful insights, and design experiments to enhance the end-to-end customer journey. You will also be responsible for presenting your findings and strategic recommendations to senior stakeholders, supporting data-informed decision-making across the business.
Your Impact in Role
- Drive and manage CX programs - Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
- Identify opportunities for improvement - Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
- Test and implement solutions - Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
- Leverage data for insight - Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts across the organisation to drive evidence-based improvements.
- Engage stakeholders effectively - Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.
- Own BAU work streams - Own and maintain regular reporting processes (e.g. dashboards, performance tracking), ensuring stakeholders have timely and reliable access to customer experience metrics and trends.
- Consulting or in-house strategy / data & analytics experience
- A true passion for data as advanced analytics skills or SQL are required
- Strong communication and stakeholder management skills
- Comfort with ambiguity and vague problem solving
- Curiosity, a growth mindset and willingness to learn in a fast-paced environment
- Proven ability to synthesise complex data into clear, actionable insights that influence business decisions
- Proven ability to connect customer data with broader business goals, driving measurable outcomes
- Experience with hypothesis testing is a plus
- Familiarity with dashboard or data visualisation tools to communicate insights effectively
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