Contract: Analyst, Customer 360 Insights

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 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 $3.3 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.

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world

Work/Project Scope:

• Refine ambiguous questions and generate new hypotheses about the product and business through a deep understanding of the data, our customers, and our business
• Proactively identify opportunities to scale insights through automation and self-serve mechanisms
• Create customer experience journey maps and connect signals we have from our customers across, including but not limited to: customer support cases, VOC data, behavioral data on the platform, and more
• As a CX Insights & Reporting expert on Customer 360 team, you will help improve and scale Upwork customer experience through timely delivery of actionable insights
• Through data analysis, dashboard development & management, ETL development and advanced analytics, you will build and scale insights that will help improve customer experience and influence product roadmap & strategy

Must-Have Requirements:

• Expertise in advanced SQL, ETL/data pipelines management, statistical analysis and visualization/data exploration tools such as Python, Looker, Snowflake etc.
• Experience with data management, documenting process and data flows, and ensuring data quality
• Strong passion for using data & analytics to identify trends/patterns, answer business questions and support business decisions
• Highly analytical and creative in turning large data to useful insights and recommendations
• Experience in data analysis with expertise in analytical tools and techniques and communicating insights & recommendations
• Ability to work well with cross-functional stakeholders, form strong partnerships and powerfully convey recommendations from data
• Strong grasp of statistical concepts and advanced analytics
• Experience writing SQL in a professional setting
• Experience with building self serve reports and visualizations to represent data intuitively in Looker or similar data visualization tools
• Prior experience in Analytics ,Business Intelligence, Data Science or similar role would be highly valued

Upwork is proudly committed to fostering a diverse and inclusive workforce. 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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