Amazon is seeking a Senior 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 projects globally each year, across a variety of business and stakeholder groups. In addition to delivering projects, the person in this role will influence our service roadmap for India, and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers worldwide.
The candidate must have excellent quantitative research experience in a number of methodologies. Experience running qualiitative research projects is an added advantage. 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 prioritize customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements, across all Amazon businesses. Own and execute 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.
• Build and continuously improve processes to gather customer insights and optimize efficiencies.
• 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.
- Master's degree or equivalent
- Advanced Degree (e.g. MBA, MSc in Statistics or Maths, MS in Market Research etc.)
- Fluency in English (speak and write with high proficiency)
- Professional experience in areas such as internet, retail, consumer goods or research firms, with minimum 6+ years’ experience leading quantitative customer research projects
- Retail/E-commerce research experience in a global context
- Quantitative research experience in study design, survey execution and analysis.
- Familiarity with qualitative research particularly study design, data analysis and reporting
- Strong analytical skills, excellent attention to detail and good business judgment.
- Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
- Self-starter who possesses flexibility to work in a fast-changing environment and ambiguous situations
- Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and reports
- Ability to travel
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