Customer Experience and Insights Manager, Enterprise

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

If you’re an experienced CX leader who’s ready to use data, storytelling, and insights to drive our teams to improve customers’ lives, then this may be your dream job! As the Customer Experience Manager for Upwork’s Enterprise Business Unit, you will lead our VoC (Voice of Customer) function for Upwork’s Enterprise clients. This role owns Enterprise VoC end-to-end and will work with key stakeholders to ensure we are hearing from our customers throughout their journey and lifecycle. You will report to the Director, Customer 360 Advocacy.

Your Responsibilities:

• Drive VoC data collection: Run our Enterprise NPS survey and partner with Enterprise stakeholders and product managers to identify opportunities for additional listening posts to capture customer feedback
• Build our VoC Enterprise journey maps: Identify gaps in our understanding of the Enterprise experience to help us create a comprehensive, 360° view of these customer journeys
• Interpret data: Dive into data across sources, from NPS surveys to everything in our natural language processing vendor, unitQ, to identify themes at scale and extrapolate statistically significant insights
• Communicate with strategic focus & clarity: Employ exceptional communication skills to deliver quantifiable and actionable insights to teammates, leaders and stakeholders at various levels of the business
• Empathetic storytelling: Engage both the head and heart for our Enterprise product leaders and teams, providing them the understanding they need to prioritize and accomplish our customer experience goals
• Make prioritized and compelling recommendations: Influence product roadmaps through compelling, data-driven storytelling and business cases, using operational, customer and financial data so outputs meet business needs and are strategically aligned
• Learn the Enterprise product: become an expert in the Upwork Enterprise product from the customers’ perspective
• Insights to action: Manage our customer experience database for all Enterprise experiences, ensuring all pain points are captured, categorized and prioritized for product teams to take action
• Closed-loop methodologies: Educate and empower Enterprise teams to close-the-loop with our customers, including issue resolution, prevention, and communication
• Systems thinker: Zoom out to see the big picture and dive into the details when appropriate, keeping a pulse on the organization’s larger strategy

What it Takes to Catch our Eye:

• Certified Customer Experience Professional (CCXP)
• Proven track record driving positive change in a complex environment
• Understands CX methods and tools (ex. NPS, CES, closed-loop systems, journey mapping)
• Group facilitation skills with experience running internal workshops and/or external customer advisory boards
• Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority
• Growth mindset and a curiosity to lean into the latest industry data and best practice.

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.

At the core of our vibrant culture are shared values that form the foundation of our organization. These values revolve around trust, risk-taking, customer focus, and excellence. Our overarching mission is to create economic opportunities so that people have better lives. We foster an environment where individuals are encouraged to bring their authentic selves to work, nurturing personal and professional growth through development opportunities, mentorship programs, and participation in Upwork Belonging Communities.

We take pride in providing exceptional benefits to our employees. These include comprehensive medical insurance coverage for both you and your family, unlimited paid time off, a 401(k) plan with matching contributions, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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