Latam User Insights

hace 1 semana

Santiago de Chile Uber A tiempo completo

In Central Operations, we develop and operationalize strategies that help us achieve our business goals. We work at scale across regions on key challenges and initiatives to deliver value and phenomenal experiences to our users and team members.

**About the Role**:
The
**LatAm User Insights & Experience Lead** role is a seasoned strategic leader responsible for crafting the end-to-end customer experience of our Delivery Users.

The ultimate goal of this role is to increase the number of users that place the first order and engage with our app organically.

This person will lead a hardworking team in charge of conducting deep dive analyzes of the different user segments preferences and build a personalized experience based on these insights, seeking at growing the frequency of our users by making them feel outstanding and understood.

This job is a blend of Eye For Business, Data Analytics, Stakeholder Management and Product Relationships.

**What You'll Do**:

- Direct a team of PMs; defining the strategy and vision for LATAM customer experience, converting that strategy to a roadmap, and delivering it
- Be constantly customer focused; gathering qualitative and quantitative insights to have an in-depth understanding of the different user audiences preferences, needs, brand perception and engagement with our app
- Build robust data sources to gather customer insights continuously
- Craft a personalized experience (from in-app to offline touch points) for each segment audience
- Translate assembled insights into a clear business opportunity and partner with key stakeholders (Product, Comm Ops, Courier & Marketplace, Merchant, among others) to bring strategies into life
- Partner with the Product Team to build a roadmap, and project-management implementation
- Implement. This means being constantly biased towards action, knowing the data, being in the details, setting a high bar and building strong collaborative relationships with other teams, thinking boldly, disambiguating, always thinking of the customer first and rapidly iterating towards something demonstrably fantastic

**Basic Qualifications**:

- Professional English and Spanish Proficiency
- Experience in product operations, product management, business consulting, finance or similar analytical roles
- Experience leading impactful teams - including the ability to foster collaboration and facilitate teamwork
- Customer focus: a clear track record of delivering sophisticated solutions for true user problems
- Deep analytical experience
- Large scale, global project management experience
- Excellent communication and stakeholder management (the ability to engage internal and external customers)
- Ability to use data to advise and support critical decisions

**Preferred Qualifications**:

- Master's Degree in Business / Economics / Mathematics
- SQL and/or Python knowledge will be considered as a plus
- User or market research experience

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