Ivan Francis

Background

About Ivan Francis

As a Customer Experience Manager specializing in Voice of Customer (VoC) analytics, data strategy, text analytics, and program management, I help organizations transform feedback into actionable insights that improve satisfaction, loyalty, and growth.At Upwork, I lead CX data initiatives that connect behavioral, VoC, and financial data to enhance customer understanding and inform product strategy. My work has helped reduce customer support volume by 71%, improve CSAT, and unlock measurable business outcomes across the platform.I thrive at the intersection of strategy and structure—designing frameworks, implementing state-of-the-art NLP tools, building taxonomies, and curating data systems that make customer insights scalable and meaningful. My approach combines curiosity, empathy, and analytical rigor to turn qualitative feedback into quantitative impact.