Consumer Experience Manager

1 week ago

Sydney, New South Wales, Australia UBER AUSTRALIA PTY LTD Full time
About The Role

We are seeking a highly skilled Consumer Experience Manager to join our dynamic team at Uber Australia Pty Ltd. As a key member of our Grocery & Retail business, you will be responsible for leading projects and campaigns that aim to increase consumer engagement and retention, and represent the voice of the consumer in key cross-functional forums to improve their delivery experience.

Your Impact in Role
  1. Own the strategy and execution of consumer experience initiatives aimed at making every Grocery & Retail delivery a magical one.
  2. Understand consumer pain points and develop strategic recommendations to address them.
  3. Measure the impact of the strategies that you execute in order to drive continuous improvement across the business while building processes for scale.
  4. Conduct data analysis using SQL and Google Sheets to build data dashboards and present insights and recommendations to business leaders.
  5. Partner closely with cross-functional teams (like Community Operations & Marketplace teams) to design, execute, and optimise local programs aimed at minimising bad experiences and maximising consumer satisfaction and retention.
  6. Manage and scale product feature launches across ANZ. This involves coordinating local stakeholder teams (Operations, Legal, Tax, Support, Marketing, Comms) to ensure compliance with local regulations as well as setting and monitoring experience guardrails and success metrics.
The Experience You'll Bring

We are looking for a candidate with:

  • Operational and analytical experience gained in tech, strategy consulting, finance, or other relevant industry.
  • Customer-centric thinking and a continuous improvement mindset, exposure to consumer businesses a bonus.
  • Problem solving - the ability to break down ambiguous problems by applying structure and using data-driven insights to solve them.
  • Analytics - experience dealing with complex data sets using excel/google sheets (SQL a plus), deriving insights, checking against what you see in the real world and synthesising recommendations.
  • Project ownership and delivery - demonstrated ability to work closely with cross-functional teams, plan and prioritise workstreams across multiple projects and complete tasks with a high attention to detail.

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