Senior Data Analyst, Customer Experience Analytics

Senior Data Analyst, Customer Experience Analytics Department: Community Operations Team: Strategy & Program Operations Location: New York, United States Type: Full-Time ##### **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 Global Customer Support Analytics team. As a Data Analyst, you will shape and influence a world class experience for our customers interacting with support at Uber. This role 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 Will Do** 1. Conduct analyses on various projects to improve the experience of our customer interactions 2. Drive experimentation and insight generation in order to quantify the value of support and advise return on investment tradeoffs 3. Leverage cutting edge AI and analytics tools to build and manage data infrastructure, build self-service data products, and develop insights that move the business forward 4. Partner with senior leadership to advocate for customer-first changes to our products, app features, and support policies 5. Quantity the impact and efficiency of new products and business processes 6. Develop analytical frameworks to support decision-making across various markets ##### **Basic Qualifications** 1. 4+ years experience in data analytics, business intelligence, data engineering, or within a similar role 2. BA/BS Degree obtained 3. Expertise in SQL and data modeling to transform raw, distributed data into stable, "single source of truth" archi