Senior Data Analyst, Customer Experience Analytics

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

• Conduct analyses on various projects to improve the experience of our customer interactions
• Drive experimentation and insight generation in order to quantify the value of support and advise return on investment tradeoffs
• 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
• Partner with senior leadership to advocate for customer-first changes to our products, app features, and support policies
• Quantity the impact and efficiency of new products and business processes
Develop analytical frameworks to support decision-making across various markets

Basic Qualifications

• 4+ years experience in data analytics, business intelligence, data engineering, or within a similar role
• BA/BS Degree obtained
• Expertise in SQL and data modeling to transform raw, distributed data into stable, "single source of truth" architectures.
Skill in building intuitive, self-service tools (Tableau, Looker, or Streamlit) for non-technical users and business leaders.

Preferred Qualifications

• Experience with Python and AI tools (like Cursor or Claude Code) to analyze data and automate workflows
• Analyze advanced A/B testing data (exposure to experimental design is a plus)
• Experience working with customer support or customer insights
• MS obtained in Statistics, Business Analytics, Data Science or a similar field
• Experience translating complex data insights into actionable, executive-ready narratives
Accustomed to working in an ambiguous environment

For New York, NY-based roles: The base salary range for this role is USD$135,000 per year - USD$150,000 per year. You will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.