Business Insights Program Specialist

2 semanas atrás

São Paulo, Brasil Uber Tempo inteiro

**About the Role**

At Uber, our Global Community Operations team is committed to delivering exceptional support experiences that build trust with riders, earners, and partners. We're looking for a Business Insights Program Specialist who thrives at the intersection of data, customer experience, and operational excellence.

In this role, you'll own the end-to-end delivery of strategic insights that help improve processes, enhance customer satisfaction, and drive impactful business decisions. From designing investigation frameworks to collaborating with cross-functional teams, you'll ensure insights are not only high-quality and timely-but actionable.

**What You'll Do**
- Lead insights investigations end-to-end, from scoping stakeholder needs to sharing final results and recommendations.
- Partner closely with the QA team, BPOs, COEs, and SP&T to uncover root causes, improvement opportunities, and drive action.
- Coordinate with coding/data teams to ensure accurate data collection and efficient execution.
- Analyze qualitative and quantitative data to surface key findings that support global initiatives and customer satisfaction improvements.
- Deliver high-quality reports and dashboards that provide clear visibility and value to stakeholders.
- Ensure effective communication across teams, keeping all relevant parties aligned on status, insights, and next steps.
- Advocate for customer-centric improvements in process, policy, and training.

**What You'll Need**
- 2+ years of experience in customer support, operations, or data analysis roles.
- English fluency.
- Strong analytical skills with the ability to interpret data and present clear insights.
- A customer-first mindset and the ability to assess how operational gaps impact the customer experience.
- Excellent written and verbal communication skills; ability to synthesize complex findings into compelling narratives.
- Proficiency in Excel and comfort working with large datasets.
- Strong collaboration skills and the ability to work cross-functionally in a fast-paced environment.

**Bonus Points If You Have**
- Bachelor's degree in Business Administration, Engineering, or a related field (or currently pursuing).
- Working knowledge of SQL.
- Familiarity with quality tools (e.g., Six Sigma) or customer experience frameworks.
- Experience supporting global or cross-regional initiatives.

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