Senior Business Analyst

Job DescriptionYour work-life opportunity: As a Sr Analyst in the Rider Service team you will be the analytical partner that the teams building our rider self-service tools and agent support experience depend on every day. You will own the numbers globally, track what works and what does not, and conduct the deep dives that uncover what the surface-level data never shows. Your work will have a direct line to how we run rider operations on the ground: the insights you surface will shape not just the tools riders use, but the way we operate across 20+ countries. We are looking for someone with a proactive mindset, strong analytical instincts, and the drive to turn complex, messy data into decisions that actually improve the rider experience. Be a part of a team where you will: Analyse data obsessively to identify trends and build actionable strategies across rider service and support operations. Track and report on key metrics including rider contact ratio, agent productivity, resolution rates, cost per contact, and in-app satisfaction indicators. Conduct root cause analyses on service degradations and deep dives on rider service performance to uncover non-obvious patterns. Track test results and measure the impact of initiatives run by the self-service and agent experience teams. Build scalable outputs including dashboards, structured reports, and reusable frameworks that enable project managers to make faster and better-informed decisions. Collaborate closely with self-service and agent experience project managers to co-define problems, surface opportunities, and deliver data-driven recommendations independently. Work with local Operations teams across global markets to ensure analytical outputs translate into operational impact. Use data visualisation skills to communicate insights clearly and tell a coherent story from data to recommendation.