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Product & Customer Insights Manager, Customer Experience and Business Trends

Job ID: 2061234 | Amazon.com Services LLC

DESCRIPTION

Job summary
Are you passionate about driving strategic decisions that impact the experience of millions of customers? Amazon is seeking a Product & Customer Insights Manager to join our exciting and fast-growing global team. In this role, you will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company.

Our team partners with senior leaders across the organization and generates data-driven insights that inform key strategic decisions improving customer experience globally. You will contribute to our customer research project roadmap, with your work directly influencing Amazon Logistics products and services that impact customers worldwide.

Successful candidates will possess excellent research and analytical skills and have the ability to work collaboratively to influence business partners at all levels, including senior leaders. This role will require delivering projects in a complex and ambiguous environment.

The right candidate will:

  • Have a passion for continuously improving the customer experience by working backwards from their needs.
  • Have experience managing all stages of quantitative (e.g., surveys) and qualitative (e.g., 1:1 interviews) customer research to answer business questions, including: research proposals, methodology design, data collection, data analysis, and reporting.
  • Be able to synthesize data from different sources (e.g., primary research and secondary research) to identify insights and form recommendations that improve customer experiences.
  • Be able to communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management.
  • Be able to earn the trust of business stakeholders and influence senior leadership to take actions that improve customer experience.
  • Produce high-quality written documents.
  • Work collaboratively with team members to support research execution and data analysis.
  • Be flexible and have a track record of delivering results in a highly ambiguous work environment.
  • Be a problem solver and possess excellent analytical skills.



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 with 5+ years of experience or master’s degree with 3+ years of experience or an equivalent combination of education and experience
  • Experience in a global work environment in areas such as market research, logistics, operations, supply chain, management consulting, product/program management, technology, retail, or consumer goods.
  • Proficiency with Excel (Lookups/Pivot Tables, etc.)

PREFERRED QUALIFICATIONS

Quantitative and qualitative analytical skills

  • Experience in programming surveys and analyzing survey data
  • Experience with statistical techniques used for survey design and analytics (e.g., statistical significance test, regression)
  • Experience with SQL (data querying and cleaning experience)
  • Experience conducting 1:1 in-depth interviews
  • Excellent communication (written and verbal), presentation, and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization


Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.