Program Specialist, Customer Experience @ Uber

3 weeks ago

Sydney, New South Wales, Australia Hatch Full time
Overview

This is a Program Specialist, Customer Experience role with Uber based in Sydney, New South Wales, Australia.

The ANZ Customer Experience Team at Uber 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.

Responsibilities
  • 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.
Qualifications

The Experience You'll Bring

  • 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

Preferred Qualifications

  • 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
Job Details
  • Seniority level – Associate
  • Employment type – Full-time
  • Job function – Analyst
  • Industries – Transportation, Logistics, Supply Chain and Storage and Technology, Information and Media
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