Job Properties
  • Job Type
    Full-time Position
  • Background
    Finance and Economics
    Management & Business Others
    Marketing and PR
  • Languages
    English
  • Experience Required
    1 - 2 Years
  • Degree Required
    Bachelor
    • Province
      2,909 reviews
    • Date Posted
      May 18,2021
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    • internship package

    Customer Insights Manager, Eats

    About the role

    EMEA Community Operations (CommOps) supports internal partners and external customers with issues or feedback relating to the Uber experience. We develop positive relationships between our customers and our brand through listening to, understanding and resolving the issues that occur on the platform. We operate at scale, with a constant focus on operational excellence and customer experience! The Customer Insights (CI) team is a critical pillar within the EMEA CommOps Strategy and Planning (S&P) organization, delivering meaningful insights that drive improvement and value for the customer and the business. This multi-disciplinary team has 3 primary goals:

    • to improve overall customer experience and happiness by investigating the most painful customer experiences and designing and implementing solutions, in collaboration with cross-functional partners
    • to represent the voice of the customer in decision making with Operations and Product teams
    • to build a strong customer-centric insights culture and capability within the CommOps team

    What you'll do

    • Plan, prioritise and project lead research studies from end to end - work with partners to build your roadmap, run projects to hit deadlines and anticipate and solve problems as they arise to deliver impact quickly
    • Source customer insights through diverse methodologies - design research studies, selecting the right methodology for the study, conduct the research and interpret results to glean impactful insights
    • Work with diverse partners - to scope research requests, leverage relationships to bring context and clarity to research briefs; work closely with insights analysts to conduct research; consolidate regional needs for global POCs to make impactful product requests
    • Communicate persuasively - use storytelling techniques to share customer insights, supported by data and testimonials, to clearly communicate customer needs and insights and help decision makers make impactful choices

    Who you are

    Passion for customer insights; strong belief in the importance of Customer Experience and the need to advocate for them

    Experience in generating and implementing impactful insights that improve customer experience and drive business value

    Shown ability to communicate, influence and action of insights

    Strong academic record; Bachelor's degree or above, preferably in business, marketing, economics, psychology, or other social or behavioral science

    Minimum 4 years of full time work experience with at least 2 years experience in customer insights and research

    Strong quantitative data analysis skills using Excel or Tableau

    Track record in strong analysis and reporting

    Strong problem solving skills

    Excellent English communication and storytelling, both written and in person, and partner management

    Comfortable working in a geographically distributed and cross-functional, multinational environment

    Outstanding interpersonal skills; effectively prioritizing, scoping and delivering high-quality work / outputs

    Phenomenal team player

    At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

    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.

     
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