Bangalore, Karnataka, India
Information Technology
Full-Time
Uber
Overview
About The Role
In the APAC Analytics & Insights team, we collaborate with Community Operations managers across the region to enhance the customer experience. The analyst plays a critical role in generating insights from customer support data-pinpointing key concerns, identifying gaps in existing processes, and empowering stakeholders to make data-backed decisions that improve customer experience and deliver business value through a smoother, more effective support journey.
Your Impact In Role
In the APAC Analytics & Insights team, we collaborate with Community Operations managers across the region to enhance the customer experience. The analyst plays a critical role in generating insights from customer support data-pinpointing key concerns, identifying gaps in existing processes, and empowering stakeholders to make data-backed decisions that improve customer experience and deliver business value through a smoother, more effective support journey.
Your Impact In Role
- Translate business problems into analytical solutions by writing efficient SQL queries to extract and analyse relevant data.
- Conduct root-cause analysis to uncover drivers of customer support interactions and identify gaps across processes, products, or operations.
- Identify opportunities to enhance the customer experience and provide stakeholders with data-driven insights to drive long-term improvements.
- Build and maintain dashboards to monitor KPIs, surface trends, and highlight anomalies requiring stakeholder attention.
- Deliver actionable insights through clear, compelling storytelling that supports strategic decision-making.
- Foster a collaborative team culture and mentor peers by sharing knowledge
- Strong business acumen and the ability to translate business questions into analytical solutions
- Expertise in data querying and manipulation using SQL
- Proficiency in Python for data analysis and automation tasks
- Experience with data visualization and dashboard creation using Looker studio and Tableau
- Strong skills in G-Suite tools
- Proven experience in stakeholder management and presenting insights
- Excellent communication skills and a flair for data-driven storytelling
- Self-starter with a proactive approach to identifying opportunities for improvement
- Background in Statistics or strong understanding of statistical methods
- Experience in A/B testing or Experimentation setups
- Advanced proficiency in Python with a strong ability to debug and resolve errors in fast-paced environments.
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