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omnia thabet

@omniathabet

I lead global customer research teams that turn insights into product and operational decisions.

At Uber, I lead a global Insights & Advocacy team delivering customer research that informs Mobility and Delivery decisions. I've contributed to 150+ projects spanning surveys, focus groups, interviews, and deep-dive investigations.

I helped evolve the team from a regional EMEA ticket-coding function into a global primary research operation. I lead and coach 10+ remote analysts while facilitating Arabic-language research across MEA and English-language studies across the UK, US, LATAM, and India.

I built MindVault, an AI-powered knowledge hub that made four years of research searchable in seconds and reduced executive-summary creation from roughly two weeks to two days. I also redesigned QA processes to improve consistency across investigation outputs.

I partner with Product, Operations, and senior stakeholders to translate research into recommendations and business decisions. My work has been recognized through Incredible Women, EMEA Superstar, and Global Support Superstar awards.

Experience

Work history, roles, and key accomplishments

Current

Service Team Lead II, Insights & Advocacy, EMEA → Global

Current

Uber BV

Sep 2022 - Present (4 years)

Led a global research team, delivering 150+ customer insights projects across Mobility and Delivery. Designed and built an AI-powered knowledge hub, reducing project search time from 10-15 minutes to seconds and accelerating executive summary creation from ~2 weeks to ~2 days.

Qualtrics SurveyMonkey Google Workspace AI Tools Research Focus Groups Interviewing People Management Stakeholder Management Quality Assurance Process Standardization

Senior Customer Insights Analyst

Uber BV

Jun 2020 - Sep 2022 (2 years 3 months)

Conducted qualitative interviews and designed surveys to uncover root causes and behavioral drivers. Delivered structured outputs and training sessions that shaped cross-functional decisions and improved team understanding of program requirements.

Qualitative Research Survey Design Data Analysis Training Onboarding Internal Communications Reporting

Subject Matter Expert

Uber BV

Mar 2018 - Nov 2019 (1 year 8 months)

Served as primary point of contact between the team and country operations, ensuring alignment on process and priorities. Led QA alignment and calibration efforts, managed escalations, and contributed to CSAT deep-dive initiatives.

Quality Assurance Escalation Management Stakeholder Alignment Root Cause Analysis CSAT

Community Support Representative & Public Relations Assistant

Uber BV / Privilege School

Sep 2016 - Mar 2018 (1 year 6 months)

Delivered high-quality support to drivers, resolving issues efficiently and handling sensitive interactions with empathy. Triaged and escalated support cases, collaborated on customer communications, and was promoted to Subject Matter Expert.

Customer Support Issue Resolution Empathy Communication Skills Escalation Management Process Improvement