Program Specialist, Customer Experience

3 days ago

Sydney, Australia Uber Full time

**About the Role**

ANZ Earner CX team is responsible for delivering seamless experiences for our driver partners through policy creation, product launches, automations and strategic initiatives.

We focus on delivering cost-effective support, addressing earner VOC, and developing strategies to improve the earner experience in a very fast moving marketplace landscape

As a CX Program Specialist, you will play a critical role in improving support processes, optimizing workflows, and driving operational excellence for both merchant partners and internal stakeholders. This role requires process improvement skills, good attention to detail, and general problem-solving acumen and curiosity. You will work closely with cross-functional teams and BPO partners to streamline operations, solve pain points, and implement impactful initiatives.

**Your Impact in Role**:

- **Policy and Support Experience improvements -** See trends in earner issues, fix policy and process gaps, recommend experience improvements
- **Project Management** - Support execution of key initiatives. Key projects in H2 include Sales teams, Defect Reduction and GenAI support tech rollouts.
- **Collaborate with Cross-Functional Teams -** Work closely with key POCs such as Analytics, Vendor Management, Workforce Management, L&D, Content, and Operations to align strategies and drive continuous improvement.
- **Support Teams Coordination** - Ensure smooth and efficient operations within third-party support teams, optimizing performance and service quality.
- **Troubleshoot and Solve Ad-Hoc Issues -**Proactively address operational challenges, ensuring a seamless earner support experience.

**The Experience You'll Bring**:

- Stakeholder Management - Experience working cross-functionally and globally to align priorities, execute initiatives, leverage synergies and manage expectations.
- Adaptability - Ability to navigate ambiguity, prioritize multiple projects, and thrive in a rapidly evolving landscape.
- Attention to Detail - A meticulous approach to process documentation, execution, and operational accuracy.

**Preferred Qualifications**:

- Experience in BPO operations and/or Customer Experience (CX).
- Hands-on experience with SQL
- GenAI support transformation / optimisation

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