About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About the Role
The Customer Experience Analytics (CXA) team powers data-driven decision making across Uber's Community Operations (CommOps) org. Our team is currently looking to hire for our APAC regional team. As a Data Analyst II, you will shape and influence a world class experience for our customers interacting with support at Uber. This role is specifically focused on Earner growth and enablement, and will focus on improving the experience of various Earner segments.
You will drive analyses and experimentation behind company-wide decisions related to our support experience; and build scalable tools that enable internal and external stakeholders to demonstrate data and act upon insights. You will be working on a wide range of high-priority projects, and have exposure to multiple stakeholders across Uber (Operations, Product and Engineering). Additionally, you will uncover insights from support interactions to drive product and operational improvements.
For this role you should have excellent analytical skills, structured time-management and organizational habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.
Your Impact in Role
- Lead CommOps' MBR Insights generation program for our APAC business
- Develop executive-level communications and presentations for senior leadership
- Perform deep-dive analysis to unpack insights and recommend solutions to business problems
- Translate ambiguous questions into data-driven recommendations
- Develop an in-depth understanding of business performance and share strategic insights with senior leadership to influence decision-making
- Write complex SQL queries to extract, manipulate, and analyze data
- Identify, plan, and execute projects and root cause analyses to improve existing processes
- Help uplevel the skillsets of more junior analysts on the team
The Experience You'll Bring
Basic Qualifications
- 6+ years of experience in business analytics, data science, business intelligence, or related fields (experience in high-growth or startup environments strongly preferred)
- Strong grounding in core data science concepts: supervised/unsupervised learning, feature engineering, model evaluation
- 1+ year of team management expertise
- Proficiency in SQL and Python
- Proficiency in visualization tools like Tableau/PowerBI/Looker/Streamlit
- Strong statistical and experimentation skills
- Demonstrated ability to influence decisions through data storytelling and insights.
- Advanced data analysis skills leading to actionable recommendations
- Curious, self-directed, and impact-driven-you chase high-impact problems to deliver solutions
- Strong storytelling ability: Distilling exciting and hard-to-find insights into a compelling, concise data story
- Experience in communicating with and presenting to senior leaders
- Fluent in written and spoken English
Preferred Qualifications
- Masters Degree
- Proficiency in analytics & reporting tools (Tableau, Google Data Studio, Google Sheets/Excel), Python, SQL
- Experience in customer support/insights, leading high-visibility projects, and influencing cross-functional teams
- Strong communication, data storytelling, analytical, and problem-solving skills
- Self-motivated, proactive, detail-oriented, and comfortable with ambiguity in a fast-paced environment
- Experience in data extraction, wrangling, and building pipelines
