About The Team
The food delivery market in Europe is vibrant, competitive, and rapidly expanding. At Uber, we are committed to delivering a customer experience we're proud of, ensuring that we remain the trusted choice across the 12 countries in EMEA where we operate. Eaters have many options, and we aim to be the service they rely on and know will be there when needed.
Within Uber, Community Operations plays a key role in ensuring positive experiences for our customers. These touchpoints include self-service, automated processes, and personalized support through channels like chat, email, and phone. Our teams provide valuable insights into customer needs, helping us improve our products and processes. Community Operations works closely with various stakeholders across Uber, all united in the goal of enhancing the user experience and supporting Uber's ongoing growth.
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About the Role
We're looking for a Senior Customer Experience Strategy Leader to design and lead programs aimed at improving the customer journey in our delivery services. In this role, you will focus on creating seamless support experiences, influencing critical areas such as customer support channels, policies, and technology integration.
As a senior member of the delivery organization, you will collaborate across teams, leading initiatives and driving improvements with both local and global teams. This position is based in Amsterdam, with opportunities for travel across the EMEA region on an ad-hoc basis.
What You'll Do
- Program Management: Lead cross-functional projects that identify and resolve customer support challenges. Develop strategies to reduce friction in the customer journey, improve refund policies, and boost long-term engagement.
- Leadership and Influence: Shape and implement customer experience strategies across the organization. Build partnerships across all levels and functions, advocating for solutions that reflect the needs of diverse customer groups.
- Data-Driven Approach: Use data to analyze trends, uncover insights, and challenge assumptions. Present findings in clear, story-driven formats to support decision-making.
- Planning & Organization: Set priorities for customer experience improvements and lead their execution in a structured and efficient way.
- Problem-Solving: Find creative solutions to operational challenges, anticipating emerging trends to build scalable, inclusive solutions.
- Customer Advocacy: Represent our customers' perspectives in product and process design, ensuring that their needs are heard across the organization.
- Collaboration: Work cross-functionally to implement strategic projects and harmonize processes across countries. Take a global perspective while leveraging technology to drive improvements.
- Stakeholder Management: Navigate a complex network of teams, building trust and credibility to manage your portfolio and deliver impactful results.
Basic Qualifications
- 8+ years of experience in Customer Support, Strategy, Operations, or Management Consulting.
- A strong commitment to customer advocacy. You're passionate about creating positive experiences for diverse user groups.
- Proven experience with data analysis. You're comfortable interpreting complex data sets and translating insights into actionable outcomes.
- Experience managing multiple projects in a fast-paced, dynamic environment, while balancing a variety of stakeholders.
Preferred Qualifications
- A collaborative mindset with a commitment to inclusivity. You value diverse perspectives and create spaces where all voices are heard.
- Strong communication skills. Whether you're addressing a senior leader or explaining a policy change, you communicate with clarity and purpose.
- Exceptional organizational skills, integrity, and follow-through. You thrive in fast-paced environments and excel at managing competing priorities.
- Natural curiosity and a drive to innovate. You love learning and testing new strategies, and you're comfortable adapting as you go.
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.