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Senior Customer Experience Manager [Marketplace]
Company | Upwork |
Address | Washington, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Human Resources Services |
Expires | 2023-07-26 |
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: passionate advocate who relentlessly ensures our customers are heard throughout the Marketplace business unit
- 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.
- Customer Journey Mapping: employ data and research to create Customer Journey Maps that help stakeholders "see" the gaps and opportunities in our experience today
- Group facilitation: facilitate and guide groups to share insights, identify customer issues and opportunities, and engage in co-creation of solutions
- Design Thinker: Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way
- Design Capabilities - ability to create or co-create visual models to help bring the objective data from concept (or ideation) to reality, for stronger engagement and understanding
- 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 product owners
- Closed-Loop methodologies: Educate and empower Marketplace teams to close-the-loop with our users, including issue resolution, prevention, and communication
- Track CX metrics: Measures results to ensure efforts are driving desired outcomes consistent with brand promise, and supports evolution to drive optimal experience
- Strategic agility: digest, analyze and action our customer data to drive change within our Marketplace while maintaining flexibility and focus
- Empathetic storytelling: engage both the head and heart for our marketplace product leaders and teams, providing them the understanding they need to prioritize and accomplish CX goals.
- Systems thinker: zoom out to see the big picture and dive into the details when appropriate
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority
- Growth mindset and a curiosity to lean into the latest industry data and best practices
- Understands and can teach CX methods and tools (ex. NPS, CES, closed-loop systems, journey mapping)
- Proven track record driving positive change in a complex environment
- Certified Customer Experience Professional (CCXP)
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