Strategic Insights Manager, EMEA CommOps

About the Role

As the customer experience arm of a fast evolving company, we are always looking for ways to better understand and serve our users. As a Strategic Insights Manager, you will lead a portfolio of strategic research projects & initiatives aiming to improve customer understanding, and optimise customer experience and operations. You will work across an EMEA-wide scope, including across multiple business lines and user types. You will have end-to-end responsibility from scoping to final project delivery, diving into data and managing a broad network of stakeholders in the process.

To be successful, you will need to map and understand in detail the end-to-end customer journey, proactively identify customer knowledge gaps, identify opportunities to optimise customer experience and operations, all whilst embracing the scale and complexity of our organisation.

The ideal candidate is passionate about providing a magical user experience, skilled at strategic thinking and project management, and will act as a thought partner to stakeholders and leadership influence and drive meaningful change for customers.

What you'll do

1. Scope, design and lead strategic research projects and initiatives aiming to enhance customer understanding and overall experience
2. Analyse performance metrics and customer journeys to identify knowledge gaps and areas for improvement
3. Drive initiatives to improve operational efficiency and customer satisfaction
4. Manage stakeholder relationships across multiple functions and geographies
5. Collaborate with key stakeholders and senior leadership to influence strategic decisions

Basic Qualifications

1. Minimum 5 years of full time work experience, ideally in customer experience, research, operations or consulting
2. Experience working across multiple geographies with different languages, cultures and regulatory requirements
3. Passion about customer experience: You are deeply interested in how customers think, behave and how they experience our platform, and are dedicated to constantly improving their experience
4. Program management & governance: You have a proven track record for designing and leading multi-stream programs, including governance structures, detailed timelines & deliverables, mechanisms to track status, flag issues & remove roadblocks, and metrics & analyses to measure impact
5. Stakeholder management: You can communicate effectively with stakeholders from all corners and levels of our highly matrixed organisation, get them on board, and keep them on track with inputs and deliverables
6. Strategic thinking: You understand our broad strategy in Uber & Community Operations, and are able to take vague problem statements, define them, structure an approach, identify solution levers and propose effective and implementable strategies

Preferred Qualifications

1. Data driven & highly analytical: You are able to distill data into meaningful and actionable insights, including:
   • Quantitative analysis: combining, structuring & manipulating multi-source data to uncover trends and outliers, using Excel/G-sheet or Tableau
   • Qualitative analysis: identifying themes and deriving meaning from detailed and nuanced qualitative data
   • Strong data visualisation and data-driven storytelling skills
2. Familiar with customer research practises: Experienced in designing & executing novel research (e.g. surveys, concept testing, focus groups)

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.