About the Role:

As the customer experience and support arm of a fast-growing company constantly innovating, we are always looking for ways to better serve and engage our users.

As a Strategy & CX Lead you will lead an evolving portfolio of strategic initiatives, often with EMEA-wide scope and across business lines. They types of projects that you could expect to be involved in includes:

• Strategy definition and execution for EMEA CommOps
• Gen AI and machine learning projects for CommOps
• Customer experience related programmes e.g. differentiated support, customer journeys etc.
• Efficiency & Optimisation topics e.g. footprint strategy, COE efficiencies,
• Transformational change programmes
• Regional execution of global priorities

You will have end-to-end responsibility from scoping to final delivery, delving deep into data and managing a broad network of stakeholders in the process. You will also dive into the details of the end-to-end customer journey and embrace the scale and complexity of our operations. Given the highly strategic focus of your portfolio and the ambiguity of the problems at hand, you will often act as a thought partner to senior leaders in the organisation.

The ideal candidate is passionate about providing a stellar customer experience, is keenly focused on operational efficiency, is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation.

What You'll Do:

• Lead strategic projects to optimise customer support processes.
• Drive initiatives to improve operational efficiency and customer satisfaction.
• Collaborate with senior leadership to influence strategic decisions.
• Manage cross-functional stakeholder relationships across different regions.
• Analyse performance metrics to identify areas for improvement.

Basic Qualifications

• Postgraduate degree
• Minimum 8 years of relevant experience

Preferred Experience

• Experience in tech companies and/or strategy consulting firms
• Exposure to global and multicultural environments
• Expertise in customer experience or support

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.