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.

As a Lead UX Researcher, you will play a key role in shaping the user experience that helps clients connect with world-class talent. Your work will influence products used by millions—bringing deep user understanding into the heart of our product development process. You’ll lead high-impact research efforts, partner closely with cross-functional teams, and advocate for our users and prospects.

Your Responsibilities:

• Identify research opportunities in collaboration with cross-functional partners in Product, Design, Data Science, and Marketing.

• Execute strategic and tactical research efforts across products. Drive large-scale studies that uncover user needs, validate product concepts, and inform usability improvements.

• Employ and customize a wide range of methodologies (qualitative and quantitative) to generate robust, actionable insights.

• Translate research into compelling narratives that influence product roadmaps and business decisions.

• Represent the voice of the customer throughout the product lifecycle, from discovery to launch.

• Present findings to cross-functional teams and stakeholders, helping teams connect insights to strategy, inspiring action.

• Mentor junior researchers and contribute to best practices across the team.

What It Takes to Catch Our Eye:

• 8+ years of experience conducting and leading user or customer research, ideally in a tech or product environment

• Demonstrated expertise in qualitative and quantitative methods, including usability testing, in-depth interviews, and surveys. Mixed-methods mastery.

• A track record of leading research projects with minimal oversight and strong strategic influence.

• Proven ability to synthesize complex data from multiple sources and deliver clear, actionable insights.

• Strong communication skills, especially in crafting compelling presentations and facilitating cross-functional alignment.

• Ability to create useful, research-backed foundational UX documents (e.g Journey Maps, Personas, etc).

• Experience working in two-sided marketplaces or growth-focused product areas.

• A talent for reframing ambiguous problems into actionable research questions.

• Creative approaches to research that expand how our team learns about customers.

• Advanced quantitative skills—such as experimental design, segmentation, or statistical modeling.

• Hands-on experience with complex methodologies like conjoint analysis, MaxDiff, or regression-based frameworks.

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.