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

Job description

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

Qualifications

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