Head Of Customer Experience

3 weeks ago

Sydney, New South Wales, Australia Buscojobs Full time

This is a Program Specialist, Customer Experience role with Uber based in Sydney, NSW, AU

Uber

Role Seniority: mid level, junior

About the Program Specialist, Customer Experience role at Uber

The ANZ Customer Experience Team is dedicated to delivering seamless and impactful customer experiences through policy development, 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 analyze customer data, surface meaningful insights, and design experiments to enhance the customer journey. You will also present findings and strategic recommendations to senior stakeholders to support data-informed decision-making.

Your Responsibilities
  1. Drive and manage CX programs: Oversee planning, coordination, and execution of customer experience initiatives, ensuring timely delivery and effective communication.
  2. Identify opportunities for improvement: Collaborate with stakeholders to diagnose challenges affecting customer experience.
  3. Test and implement solutions: Design, test, and scale initiatives to improve customer experience.
  4. Leverage data for insights: Query and interpret data to inform improvements, partnering with analytics experts.
  5. Engage stakeholders: Clearly communicate recommendations, trade-offs, and implications of initiatives.
  6. Own BAU work streams: Maintain regular reporting processes to ensure stakeholders have access to customer experience metrics.
The Experience You'll Bring
  • Consulting or in-house strategy/data & analytics experience
  • Passion for data; advanced analytics skills or SQL proficiency
  • Strong communication and stakeholder management skills
  • Comfort with ambiguity and problem solving
  • Curiosity, growth mindset, willingness to learn in a fast-paced environment
Preferred Qualifications
  • Ability to synthesize complex data into clear insights that influence decisions
  • Experience connecting customer data with business goals for measurable outcomes
  • Experience with hypothesis testing (a plus)
  • Familiarity with dashboards or data visualization tools

At Uber, regardless of your current knowledge, you'll be learning new things continually, and the team will support your growth.

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