Customer Journey Insights Manager

Customer Journey Insights Manager

6-9 years
Not Specified

Job Description

Amazon is seeking a Customer Journey Insights Manager, to join a truly global team, focused on improving the customer experience across all Amazon products and services.
We use customer research (both qualitative and quantitative) to understand how people use online services (e.g., shopping, digital video streaming, voice assistants etc.) and present business recommendations in order to improve Amazon's end-to-end customer experience, solve identified issues, and eventually to achieve our vision: Earth's Most Customer-Centric Company.
We act as trusted advisors to the business, owning and delivering multiple end-to-end research studies globally each year, across a variety of business and stakeholder groups. In addition, the person will continuously innovate and build new processes in an effort to better serve the Amazon business teams and our customers.
The candidate must have excellent hands-on qualitative research experience in a number of research methodologies. Experience running surveys or managing research vendors to run quantitative research projects is also essential. Candidates must also possess customer obsession and a desire to affect change on behalf of the customer, experience managing and influencing senior stakeholders, strong project management and analytical skills, as well as a track record of delivering projects in complex and ambiguous environments.
Key Job Responsibilities
. Plan, scope and support customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements, across all Amazon businesses.
. Deliver end-to-end customer research studies that have been prioritized across multiple business areas (e.g. Retail, Alexa, Amazon Video, etc.), including study design, fieldwork (qualitative research moderation and survey execution), analysis, recommendations, reporting and presentation of results to senior management.
. Work cross-functionally with peers/colleagues, and other research teams in Amazon, to align on methodologies, insights, and prioritize change needed to our customer experience.
. Build and manage vendor relationships with research agencies.
. Note, there will be a requirement to travel to fieldwork locations as part of this role (post Covid19)
. Minimum 6+ years research experience in areas such as internet, retail, consumer goods or research firms, with experience leading customer research projects.
. 3+ years of end-to-end experience with all aspects of qualitative research (study design, recruiting, moderation, analysis, reporting), using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and usability research)
. A post graduate or equivalent degree, ideally in psychology, cognitive science, Human Factors, or related field.
. Fluency in English
. MS or Ph.D. in Human Factors, Cognitive Psychology or similar advanced degree (e.g. MBA) is preferred.
. Self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
. Excellent communication, presentation and interpersonal skills the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
. Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and reports
. Strong analytical skills, excellent attention to detail and good business judgment.
. Quantitative research experience, particularly survey design.
. Fluency in other regional languages (apart from English) are an advantage

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