Lead User Researcher – Product Insights

Upwork ($UPWK) is the world’s human and AI-powered work marketplace that connects businesses with highly skilled, AI-enabled independent talent from across the globe. From entrepreneurs to Fortune 100 enterprises, companies rely on Upwork’s trusted platform and its mindful AI companion, Uma, to find and hire expert talent, leverage AI-powered work solutions, and drive business transformation. With on-demand access to professionals spanning more than 10,000 skills across AI & machine learning, software development, sales & marketing, customer support, finance & accounting, and more, Upwork enables businesses of all sizes to scale, innovate, and build agile teams for the age of AI and beyond.

Upwork’s platform has facilitated more than $25 billion in economic opportunity for talent around the world. Learn more at Upwork.com and follow us on LinkedIn, Facebook, Instagram, TikTok, and X.

We’re looking for a Lead User Researcher to drive evidence-based decision-making through quantitative research that uncovers deep insights into user behavior, needs, and outcomes. This role is key to shaping Upwork's customer experiences and strategic direction by embedding measurable, actionable data across our product and business landscape. You’ll partner across Product, Data Science, and Design to ensure our decisions are rooted in statistically sound, customer-centric insights.

• Design and lead robust quantitative studies (surveys, log data analysis, segmentation, conjoint) to uncover key insights that directly influence product direction and business strategy.
• Integrate quantitative and qualitative data into compelling narratives to guide cross-functional decision-making and shape strategic outcomes.
• Build and scale research frameworks such as user satisfaction metrics, trust indicators, and skill validation models, ensuring reusability and cross-team alignment.
• Collaborate closely with Product, Design, and Data Science to refine hypotheses, align on KPIs, and translate research into measurable outcomes.
• Champion research rigor and ethics by ensuring reproducibility, data quality, and responsible handling of user data.
  Provide mentorship on quantitative methods to raise the overall analytical bar of the Research & Insights team. 

• A proven track record of 5+ years leading quantitative user research with demonstrable impact on product and strategy.
• Expertise in survey methodology, experimental design, and statistical analysis, using platforms like Qualtrics and tools like Looker.
• Comfortable working with SQL or log data (preferred but not required).
• Experience crafting customer-centric metrics in marketplaces, reputation systems, or AI-augmented platforms.
• Clear, collaborative communicator able to work across time zones and functions with empathy and precision.

At Upwork, you’ll shape the future of work for a global, remote-first workforce, creating economic opportunities for professionals worldwide. While we have a physical office in Palo Alto, we currently hire full-time employees in 34 U.S. states, making it easier than ever to join our mission from wherever you call home.

Our culture is built on trust, risk-taking, customer focus, and excellence, all in service of our core mission: to create economic opportunities so people have better lives. We embrace authenticity and inclusion, encouraging everyone to bring their whole selves to work. Personal and professional growth is a priority here, supported through development programs, mentorship, and our Upwork Belonging Communities.

We’re proud to offer benefits that go beyond the basics, including comprehensive medical coverage for you and your family, unlimited PTO, a 401(k) plan with matching, 12 weeks of paid parental leave, and an Employee Stock Purchase Plan. Visit our Life at Upwork page to learn more about our values, working principles, and the overall employee experience.

Ready to help shape the future of work? Check out our Careers page to learn more about opportunities at Upwork.

Upwork is an Equal Opportunity Employer committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other legally protected characteristics under federal, state, or local law.

Please note that a criminal background check may be required once a conditional job offer is made. Qualified applicants with arrest or conviction records will be considered in accordance with applicable law, including the California Fair Chance Act and local Fair Chance ordinances.