Data Analyst, Customer Experience Analytics

Uber • Full-time • Chicago, IL, US • $102k - $125.50k / year • 16h ago

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 United States & Canada regional team. As a Data Analyst, you will shape and influence a world class experience for our customers interacting with support at Uber. This role is specifically focused on Uber Eats consumer support analytics, and will focus on reducing defective experiences, increasing user retention, and evaluating the effectiveness of our policies & tech.

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.

What You'll Do

Conduct analyses on various projects to improve the experience of our customer interactions
Drive experimentation and insight generation in order to quantify the value of support and advise return on investment tradeoffs
Own data analysis and visualization, and communicate the outcomes/insights to various business partners to aid strategic decisions for improvements in support experience for riders
Quantity the impact and efficiency of new products and business processes
Develop analytical frameworks to support decision-making in the US&C
Build and maintain scalable data products

Basic Qualifications

3+ years experience in data analytics, business intelligence, data engineering, or within a similar role
BA/BS Degree obtained
Experience with SQL
Experience with Tableau, PowerBI (or similar data visualization tools)

Preferred Qualifications

Experience with Python / R preferred
Analyze advanced A/B testing data (exposure to experimental design is a plus)
Experience working with customer support or customer insights
Ability to write & understand complex SQL queries
BA/BS Degree Degree obtained in Economics or within a similar field
Strong experience with building dashboards for senior leadership and or cross functional teams
Accustomed to working in an ambiguous environment

For Chicago, IL-based roles: The base salary range for this role is USD$102,000 per year - USD$113,000 per year. For New York, NY-based roles: The base salary range for this role is USD$113,000 per year - USD$125,500 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$113,000 per year - USD$125,500 per year. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.