Program Leader – B2B CX Strategy & Insights

Program Leader – B2B CX Strategy & Insights Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role** We are looking for a visionary and execution-oriented Insights & VoC Program Leader to build and lead the unified customer listening strategy for Uber for Business (U4B), Uber’s B2B line of business. You won’t just be collecting data; you will be the "Voice of the Customer" architect, integrating disparate signals—from high-level NPS to granular transactional CSAT—into a cohesive narrative that drives our global business strategy. The Uber for Business (U4B) Support Strategy Program Leader sits within the Global Programs (GP) organization within CommOps, Uber's team dedicated to delivering effective customer **What You'll Do** Uber for Business is a high-growth engine within Uber. This is a unique opportunity to build a global insights engine from the ground up, influencing how the world’s top enterprises move their employees and guests. Specific responsibilities include: - **Strategic Vision:** Design and own the multi-year roadmap for U4B’s Voice of the Customer (VoC) and Insights programs. You will define how we listen, understand, and action feedback across the entire B2B lifecycle. - **Omni-Channel Integration:** Architect a "Single Source of Truth" for customer insights by synthesizing data from sources including NPS, CSAT, transactional feedback, churn signals, and qualitative data. - **Operational Excellence:** Manage the end-to-end mechanics of the program, including survey design, sampling logic, and data integrity across global markets. - **Closed-Loop Ownership:** Build and scale the "Inner and Outer Loop" processes, ensuring that customer feedback triggers immediate action as well as long-term improvements. - **Cross-Functional Influence:** Act as a strategic partner to Product, Marketing, Sales, and Support leadership. You will "cascade" insights through executive reporting and deep-dive readouts that influence the product roadmap and service delivery models. - **Tooling & Innovation:** Oversee our CX tech stack, ensuring we are