voice of the Customer insights specialistUber

The Customer Insights team uses Voice of the Customer narratives to produce meaningful and data-backed recommendations to customer experience stakeholders in CommOps, Ops, Marketing, and Product.
The Voice of the Customer (VOC) Insights specialist will engage directly with customers after a support interaction to gain a better sense for the issues that led to the customer pain point and support dissatisfaction. The specialist will then synthesize these findings with a team to product takeaways and recommendations on how to mitigate specific customer pain points, developing a Voice of the Customer insight. A VOC representative will need to communicate compassionately with customers, identify root causes to complicated support interactions, and develop theories on how to address those issues. This role will have a direct impact on improving the customer's experience through post-support callbacks and customer experience improvement recommendations.
---- What the Candidate Will Do ----
Review low CSAT contacts to identify thematic root causes for low customer satisfaction.
Conduct customer callbacks to gain deeper understanding of the customer's dissatisfaction.
Synthesize contact reviews and callbacks into recommendations for CommOps, Ops, and Product.
Use VOC data uncovered via contact reviews and callbacks to identify representative anecdotes that illustrate common customer experiences.
Support team lead in generation of Voice of the Customer insight presentations
---- Basic Qualifications ----
Strong written and verbal communication skills including ability to expertly and respectfully express opinions and voice concerns with other team members, to listen optimally, and to present effective written communication to varied audiences
Desire to learn - You're a highly motivated self-starter, with an eagerness to learn and grow, and you are receptive to feedback
Collaboration - You value the importance of partnership and cultivate collaboration
Customer empathy - You have a deep understanding of the user experience and the ability to resolve customer support requests in outstanding and creative ways
Ability to think creatively - You come up with innovative ideas for how to improve the customer experience using systems or processes that may not already exist at Uber. You leverage the voice of the customer to come up with best case scenarios independent of existing systems.
Optimism - You are motivated by a challenge, and you approach problems with a positive attitude
Excellent organization of projects, and customer impact levels - You optimally prioritize data organize your insights and recommendations from VOC data into the highest-impact key themes
Strong English phone support skills
Good attendance record - You are consistently present and meet deadlines for insight presentations. You are a hardworking contributor to the greater VOC team during brainstorms and presentations.
Strong process orientation - You must be able to follow legally required guidelines while also collecting valuable insights from our customers.
Storytelling - You are able to tell clear stories to partners, expressing customers' current and ideal experiences. You use storytelling to convey VOC and to convey a sense of urgency for external partners to address issues.
Data analytics - You're able to identify trends in data and, using Google Sheets, you're able to let VOC data guide a customer narrative. You're able to use Pivot tables to organize data sets.
Success metrics:
Adherence to contact review and callback process
Insights generated that are supported with specific customer interactions
Ability to collaborate with the team to aggregate feedback and produce cohesive narratives.
Google sheets - Intermediate
Data Visualization - Intermediate
Google Slides/Google doc preparation - Beginner
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber

Taguig City, Metro Manila
Permanent
Full-time