Program Specialist, Customer Experience

2 days ago

Sydney, New South Wales, Australia Uber Full time

**About the Role**

The ANZ Earner Customer Experience (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 and leveraging the voice of the customer 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 driver 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, including efforts to enhance sales, reduce defects, and roll out new GenAI support technology.
- **Collaborate with Cross-Functional Teams -** Work closely with key internal stakeholders 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 CX.
- Hands-on experience with SQL.
- GenAI support transformation / optimisation.

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