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Customer Experience Manager [Payments]
Company | Upwork |
Address | Oregon, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Human Resources Services |
Expires | 2023-07-13 |
Posted at | 10 months ago |
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.
- Amplify the Voice of the Customer: advocate relentlessly to ensure our customers are heard throughout the Payments business unit
- Empathetic storytelling: engage both the head and heart for our Payments product leaders and teams, providing them the understanding they need to prioritize and accomplish CX goals.
- Closed-Loop methodologies: Educate and empower Payments teams to close-the-loop with our users, including issue resolution, prevention, and communication
- 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.
- Build our VoC collection capabilities: Collect insights across our Payments, Tax & Work Management experiences to create a comprehensive, 360° view of this segment of the customer journey
- Systems thinker: Zoom out to see the big picture and dive into the details when appropriate
- Data analysis: Dive into data across sources, including our natural language processing vendor, unitQ, to identify themes at scale and get them to the right Payments product owners
- Experience delivering insights reports to cross-functional teams, including ability to provide direction while not having direct authority
- Understands CX methods and tools (ex. NPS, CES, closed-loop systems, journey mapping)
- Certified Customer Experience Professional (CCXP)
- Growth mindset and a curiosity to lean into the latest industry data and best practices
- Proven track record driving positive change in a complex environment
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