Digital Experiences Program Specialist

hace 2 días

Ciudad de México Uber A tiempo completo

**About the Role**

At Uber, the Digital Experience Products Insights and Rollouts team is at the forefront of delivering magical user experiences through intuitive, efficient, and innovative self-support services, all while maximizing the efficiency of contact center agents with thoughtful investments in tech.

As a Digital Experiences Program Specialist within this dynamic team, you will support initiatives aimed at enhancing the support provided to our customers and business partners within Community Operations. Your role is critical in developing impactful digital support experiences leveraging deep insights into how our products benefit our stakeholders.

You will play a key role in performing deep data analysis on our KPIs and automations performance, providing insights to help improve our customer's experience, and supporting the testing and rollout of new Digital Experiences products, which include automated process flows, chatbots, and Generative AI. You will work closely with our Customer Experience teams to find new opportunities for support flows to enhance and automate.
- The specialist is expected to become proficient in preparing these custom SQL queries.
- Reformat these raw datasets and conduct data analysis (e.g., filtering, dynamic tables, charts, waterfalls, statistics) to produce and present information to different audiences.
- Use this information and combine it with the Business Acumen of Uber's lines of business to produce valuable insights that will be used in decision-making to fix or improve digital experiences.
- Perform testing and troubleshooting of Digital Experience products via ticket scrubbing to detect issues and bugs in the experience and work with the coding team to determine the necessary fixes.
- Read and interpret flowcharts for the diverse digital experiences products,
- Document and present their findings and defend their insights to small audiences.
- Be able to identify experience improvements, base findings on data, document, and present the findings to different audiences.

**Basic Qualifications**
- English proficiency
- Brings at least 2 years of experience in technology, data analytics, customer experience operations, or similar agile, project-based environments, showing significant impact
- Experience creating and optimizing flow charts
- Attention to detail
- Excellent time management
- Strong stakeholder management
- Strong presentation and documentation skills
- Problem-solving mindset
- Data management & analysis skills
- Passionate about enhancing customer experience, backed by a solid technical foundation, exceptional product judgment, and an innovative mindset
- Excellent communication skills, capable of articulating complex ideas clearly and persuasively
- Committed to quality, customer-first thinking, and continuous personal and professional development
- Ability to work in a fast-paced environment
- Resilient, optimistic, and intensely customer-focused

**Preferred Qualifications**
- Holds a Bachelor's degree in Computer Science, Engineering, or a related field
- You know SQL, enabling you to leverage data more effectively in your decision-making process.
- Generative AI tools knowledge
- Your experience includes Customer Support, Automation, and/or Design Thinking.
- You're familiar with software development principles and flowcharts.
- Basic / Intermediate Portuguese level

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