Lead User Researcher

Upwork ($UPWK) is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes.

Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

We’re looking for a Lead UX Researcher  to drive high-impact insights that shape how our platform connects clients and talent. In this role, you’ll lead large-scale research efforts that inform strategic product decisions and elevate the customer experience for millions of users. You'll collaborate with Product, Design, Data Science, and Marketing to ensure every product we build is grounded in deep user understanding. Join us in revolutionizing search technology at Upwork and making a significant impact on our platform and users.

Responsibilities

• Lead cross-functional research initiatives that shape the product strategy and user experience across critical journeys on the platform.

• Identify research opportunities in collaboration with stakeholders from Product, Design, Data Science, and Marketing, aligning work to key business goals.

• Design and execute mixed-method research using qualitative and quantitative approaches, including usability testing, interviews, and surveys.

• Translate research findings into clear, actionable insights that influence product roadmaps, backed by compelling narratives and visual storytelling.

• Serve as the voice of the customer across the product development lifecycle—from discovery through delivery and iteration.

• Present insights to teams and leadership in ways that inspire decisions and foster alignment.

• Mentor and support the development of junior researchers; help scale best practices across the research function.

What it takes to catch our eye

• 8+ years of hands-on experience conducting UX research in a fast-paced product or technology environment, with demonstrated leadership on strategic projects.

• Expertise across qualitative and quantitative methods, with a strong ability to match the right approach to the right problem.

• Proven strength in synthesizing complex data into clear insights that guide product and design decisions.

• Excellent communication skills and experience delivering presentations that drive action across cross-functional teams.

• Experience producing foundational research artifacts like personas, journey maps, or ecosystem diagrams that support long-term product vision.

Come change how the world works.

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 21 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 and follow us on LinkedIn, Facebook, Instagram, TikTok, and X. to learn more about life 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.

To learn more about how Upwork processes and protects your personal information as part of the application process, please review our Global Job Applicant Privacy Notice