Senior Performance Analyst- Customer, Rider, Partner Experience [Customer Service]

Your work-life opportunity:
As Senior Performance Analyst – Marketplace Experience, you will own the performance narrative and governance of Marketplace Experience across your region. You will be responsible for identifying, quantifying, and reducing experience-driven value loss, improving structural marketplace health, and closing the Retention Gap between seamless and non-seamless journeys. This role focuses on measurable business impact, connecting operational friction to financial outcomes and driving cross-functional alignment to improve retention, efficiency, and cost control. You will work closely with country MD’s, Operations, Service, Finance and Global HQ functions to ensure experience priorities translate into tangible regional performance improvements.
Be a part of a team where you will:
Own and drive regional Marketplace Experience KPIs: Experience-Driven Value Loss, Cost-to-Serve / Recover, and Retention Gap — balancing efficiency with experience protection
Identify structural drivers of value loss across Customer, Rider, and Partner journeys and quantify their financial impact
Challenge regional teams on inefficiencies and ensure clear action plans with measurable outcomes
Prioritize high-ROI interventions and reallocate focus toward the biggest experience and cost levers
Lead regional performance reviews with GMs and senior stakeholders, creating transparency and accountability
Escalate systemic marketplace issues to Global teams, advocating for structural fixes over short-term patches
Ensure consistent reporting, performance storytelling, and decision-making frameworks across markets
You have:
5+ years of experience in performance, strategy, operations, or analytical roles
Strong ability to connect operational metrics to financial impact
Experience influencing cross-functional stakeholders without direct authority
Structured problem-solving and strong analytical capabilities
Excellent communication and stakeholder management skills
High ownership mindset, hands-on, and bias for measurable impact

Employment type
Full-time

Work arrangement
No