Case Study: Circl & Uber
How Uber used Circl to bridge the gap between employee and leader
“Coaching is the most important management skill that often takes years to hone. The chance to refine that skill, to try and test it, is really rare—so that for me was one of the greatest opportunities.”
Simon Green, Senior Greenlight Hub Manager
About Uber
Industry: Technology
Location: Global (London team featured)
Company size: 22,000+ globally, across 63 countries
Uber is a global tech company transforming the way the world moves—expanding from ridesharing into food delivery, freight, electric bikes, and more. Despite its digitalfirst model, Uber also provides inperson support through Greenlight Hubs—face-to-face service centres for drivers. In London, the Greenlight team includes around 40 employees dedicated to frontline support and operations.
The challenge: Bridging the Gap from Employee to Leader
Despite its investment in employee development, Uber’s London Greenlight Hub team faced a challenge: high-performing individuals were ready to step into leadership roles but lacked the opportunity to build and practise the necessary skills.
The fast-paced nature of their environment left little time for structured leadership development, and traditional learning formats hadn’t provided meaningful practice.
Uber turned to Circl for a solution rooted in real-life experience—where team members could grow their leadership abilities while giving back to underrepresented communities.
The Solution: Coaching in Action with Real-World Impact
Circl delivered a practical coaching programme designed to meet Uber’s needs:
12 junior team members—including Uber Experts, Team Captains, and Managers— were selected through a written submission process
Participants attended expert-led sessions covering coaching theory, effective communication, and inclusive leadership techniques
Each was matched with a Future Leader—a young person from an underrepresented background—for weekly 1-2-1 coaching sessions over Zoom
The team embraced Uber’s “fail fast” value, learning through real conversations, feedback, and reflection in a safe and supportive space.
The Impact
Career Development and Internal Progression
6 team members were promoted in the months following the programme—5 of them Circl participants
Participants reported feeling more confident mentoring and leading others, equipped with a stronger leadership toolkit
Coaching enabled participants to listen more, ask the right questions, and create space for others to grow.
“I’ve been used to mentoring, but coaching brings a new host of benefits—especially in the fast- paced environment we work in.”
Saleh Ahmad, Senior Operations Expert
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Better Team and Customer Experiences
Managers saw improvements in internal team dynamics, collaboration, and communication
Greenlight’s customer satisfaction scores in London rose steadily—eventually outperforming other UK locations
Staff used coaching tools to transform conversations with drivers, resulting in better outcomes and stronger relationships.
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Boosted Employee Engagement and Retention
Internal surveys showed increased engagement and motivation among Circl participants.
Team members felt more stimulated by their roles and empowered by their personal development.
Leaders credited early coaching exposure for equipping young professionals with lasting skills for their careers.
