Program Leader - B2B CX Strategy & Insights

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.
  
  

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 https://jobs.uber.com/en/benefits., 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 https://jobs.uber.com/en/benefits.