Program Specialist, Customer Experience @ Uber

1 week 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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