About the Role

　　The Customer Insights & Advocacy (CIA) team is a critical pillar within the Strategy & Planning organization, with 3 primary goals:

　　To improve overall customer experience and satisfaction by investigating the most painful customer experiences, identifying their root causes, and working with stakeholders to find customer centric solutionsTo represent the voice of the customer in decision making within and across CommOps, Operations and Product teamsTo build a strong culture of customer advocacy, improving insights capabilities within the organisation

　　What the Candidate Will Do

　　Overview: Uncover pain points and identify opportunities to improve Rider and Driver UX across a range of products and experience types (e.g. Airport trips, Reserve trips, Memberships, Customer support)

　　Key responsibilities:

　　Prioritise incoming requests based on strategic importance and potential impactScope & lead end-to-end research projects, leveraging a range of internal data sources and original research methodologiesWork with a team of analysts to define and map coding logic, against which customer support interactions can be coded to understand trends and insights within supportCombine and compare data sources to build a holistic understanding of customer experienceMake data-driven recommendations to improve UX, understanding and evaluating the relevant tradeoffsShare findings with cross-functional stakeholders, identifying key decision makers and action ownersAdvocate for customer needs in decision-making, and work with a diverse set of partners to drive insights to action

　　Basic Qualifications

　　Outstanding organisational skills; effectively prioritising, scoping and delivering high-quality work / outputs in a fast paced and dynamic environmentProven ability to distill data into meaningful and actionable insights, including:Qualitative analysis: identifying themes and deriving meaning from detailed and nuanced qualitative dataQuantitative analysis: structuring & manipulating raw data to highlight trends and outliers, using Excel/G-sheet or TableauStrong stakeholder management skills, with the ability to communicate across functions and levelsExcellent English skills both written and spoken

　　Preferred qualifications / Bonus Points

　　Strong technical understanding (ability to map process flows within the product & support to identify gaps & issues)A natural presenter, comfortable presenting findings and leading the conversation with senior audiencesStrong data visualisation and data-driven storytelling skillsExperience running complex research projects across multiple geographies/languagesSQL familiarity

　　We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

　　Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

　　*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to [email protected].