in Cook - Chicago, IL
Job Description
Upwork, Inc. seeks Senior Analysts, Customer Experience in Chicago, Illinois.
Job Duties:
- Identify trends, distill insights, and build dashboards to find opportunities to help CX help retain clients, grow our average spend per client, and improve retention.
- Analyze behavior patterns through analyses of large data sets, improve detection rules, and present findings to VPs and above.
- Define and supervise metrics to support our CX Team strategy.
- Work closely with multi-functional teams to translate requirements into technical specifications.
- Tackle a wide variety of business problems creatively and quickly, so we can ensure Upwork Community’s happiness rating remains high.
- Work closely with Product Engineering and Data Engineering teams to detail data collection & ingestion requirements and validate the quality of incoming data to ensure high fidelity of analyses and reporting based off the data.
- Create new metrics as needed, and iterate on different cuts based on multiple dimensions of interest, and once aligned with the VP and other stakeholders, build out dashboards in Looker for daily and weekly review.
- Diving deeper into the changes in KPI and other metrics to understand the fluctuations and advise the VP & other stakeholders to help them present the insights to executive leadership.
- Create user segments based on user profile, spending and other behavioral signals to optimize customer support costs by creating deflection queues and offering premium support.
