APAC CX Persona Lead (12 month FTC)

APAC CX Persona Lead (12 month FTC) Department: Community Operations Team: Community Operations Location: Sydney, Australia Type: Fixed Term **About the Team** Community Operations (CommOps) is central to delivering Uber’s #BuildWithHeart ambition at scale. Across APAC, we enable high-quality, reliable, and differentiated experiences for Eaters, Merchants, and Earners, ensuring our platform works seamlessly for every persona we serve. As we continue to mature our global operating model, we are moving toward a persona-led approach that places the unique needs of Eaters, Merchants, and Couriers at the centre of how we design, prioritise, and scale experience strategy. **About the Role** Each APAC CX Persona Lead is the regional owner of experience strategy and performance for a defined persona (Eater, Merchant, or Courier). This temporary position will provide flex across these roles for paternity leave cover of multiple team members in the APAC CX org. This role sits at the intersection of Commercial, Operations, Product, and Support, with accountability for shaping the persona vision, influencing regional and global roadmaps, and ensuring execution delivers measurable commercial and customer impact. You will operate as both a strategic thought partner and execution leader, aligning cross-functional stakeholders to elevate experience quality, scalability, and efficiency across APAC markets. **Your Impact in Role:** **Persona Strategy & Vision** - Define and own the regional CX strategy and multi-year roadmap for your persona. - Act as the single-threaded regional voice, influencing global prioritisation and ensuring APAC needs are represented. - Translate macro trends, competitive dynamics, and operational insights into forward-looking experience strategy. **Business & Commercial Impact** - Position CommOps as a strategic value driver by embedding experience insights into commercial planning, retention, and growth strategies. - Connect operational performance to measurable business outcomes, including satisfaction, reliability, and revenue impact. - Partner with senior regional leaders to align