Job details
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Senior Analyst, Customer Experience & Support
Upwork is looking for a Senior Analyst, Customer Experience & Support to join the CX & Trust Analytics team. This role involves optimizing customer support strategy, drive insights, and partner cross functionally to enhance customer experience.
Skills
- Strong SQL skills
- Experience with experimentation (A/B testing, causal inference)
- Proficiency in BI tools such as Looker or Tableau
- Proficiency in Python or R
- Experience in marketplace or e-commerce business
- Worked with Customer Experience/Customer Support/Customer 360 teams
Responsibilities
- Become the authority on customer experience and unearth deep insights on the customer journey and operational effectiveness
- Define metrics for team success, perform analysis to understand growth impact, and track progress
- Propose, design, and analyze A/B tests using SQL, Python, R, or other statistical tools
- Present in key meetings with product leadership to drive product strategy changes
- Deliver insights that drive changes in product strategy
Benefits
- Annual base compensation $110,250 - $129,750 USD
- Eligible for annual bonus plan or sales incentive plan
- Eligibility to participate in long term equity incentive program
To read the complete job description, please click on the ‘Apply’ button
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Upwork
Our vision is independent talent at the heart of every business. Our mission is to create economic opportunities so people have better lives.
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FUNDING
DEPARTMENTS
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
LOCATION
SALARY RANGE
$110,250/yr - $129,750/yr
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
June 25, 2024
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