Product and Customer Insights Manager, Customer Experience and Business Trends

Amazon • Arlington, VA • 12h ago

Description

Are you Customer obsessed and eager to propose opportunities and influence business decisions to improve the Consumer and Seller experience across our different Amazon businesses? Customer Experience and Business Trends (CXBT) is looking for an experienced, talented, and highly motivated individual to join our Customer Experience Strategy team in Arlington.

As a Product and Customer Insights Manager, you will own and contribute to studies that measure Amazon's end-to-end experience. You will drive studies across multiple product lines (e.g. media, consumer electronics, apparel), geographies and departments (Retail, Marketplace, Digital), partnering with senior business leaders in developing studies and following-up on actionable findings. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly build your skill set and address new challenges.

You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. If this role is right for you, you will be excited about the opportunity to be our Customers' advocate and influence their experience on Amazon!

Key job responsibilities

Ownership of large-scale continuous monitoring survey mechanisms (e.g. NPS, CSAT)

Manage Ambiguity: understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience

Study Management: lead large and complex studies, including scoping with business leaders, study design, data collection, data analysis, recommendations, and presenting results to senior management

Stakeholder Management: build strong relations with stakeholders to understand priorities, define the roadmap, and to collaborate on studies and actions to improve our customers' experience

Team: support hiring and on-boarding of new team members and contribute to our high-performing culture

Have a passion for continuously improving customer experience

Have experience influencing and earning the trust of stakeholders and moving business teams to take action

Have significant creativity and excellent business judgment

Have a strong sense of urgency and commitment

Be a self-starter and an independent thinker who follow-ups on responsibilities in a timely manner while also being a strong team player

Be a problem solver who always thinks about what to do next

Have excellent analytical capability

Possess flexibility and have a track record of delivering results in a fast-paced, highly ambiguous work environment

About the team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions, dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision Experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

Basic Qualifications

Bachelor's degree or equivalent

4+ years of experience analyzing data and 3+ years of experience in consulting, insights, research, program management, or related fields

Experience presenting to and influencing through data driven insights

Demonstrated knowledge of key customer experience metrics and methodology (e.g., NPS, etc.)

Preferred Qualifications

Experience working across functional teams and senior stakeholders

Experience in quantitative and qualitative research

Demonstrated subject matter expertise in the area of market research.

Experience with designing voice of the customer programs/strategies

Robust quantitative and qualitative analytical skills, excellent attention to detail, and sound business acumen

Advanced-level of experience with Excel (i.e., Lookups/Pivot Tables)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon

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