Program Leader B2B CX Strategy & Insights
Company: Uber
Location: Chicago, Illinois 60601

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 leveraging the latest in text analytics, sentiment mapping, and predictive modeling.

Basic Qualifications

• 8+ years of total professional experience in CX, Market Research, or Business Operations.

Preferred Qualifications

• Technical Proficiency: Expert-level experience with enterprise VoC platforms (e.g., Medallia, Qualtrics, or similar) and data visualization tools.
• Analytical Rigor: Ability to turn "noisy" qualitative data into structured, quantitative insights.
• Stakeholder Management: Exceptional communication skills with the ability to tell a compelling story to VPs and C-suite executives.
• The "Builder" Mentality: You enjoy the "gritty" side of operations fixing survey logic or cleaning data as much as you enjoy presenting high-level strategy.
• Customer experience and customer support strategy design.
• Business-to-business (B2B) experience; understands the difference between how B2B vs. B2C customers think and what they expect.
• Experience navigating large-scale, global organizations with a proven ability to manage complex operations across multiple regions and time zones.

Salary Information
For Chicago, IL-based roles: The base salary range for this role is USD$146,000 per year - USD$162,000 per year.
For New York, NY-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 per year.

For all US locations, 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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.