Customer Journey Insights Manager, Customer Journey Insights

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 projects globally each year, across a variety of business and stakeholder groups. In addition to delivering projects, the person in this role 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 qualitative research experience in a number of methodologies. Experience running surveys or managing research vendors to run quantitative 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.

BASIC QUALIFICATIONS

• Minimum 5+ 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)
• Advanced Degree (e.g. MBA, MA in Psychology, MS in Market Research etc.)
• Business Japanese language skills (reading, writing, speaking) at the Japanese-Language Proficiency Test (JLPT) Level N2 equivalent or above
• Business English language skills (reading, writing, speaking) at the TOEIC 850+ equivalent or above
• Ability to travel

PREFERRED QUALIFICATIONS

• Retail/E-commerce research experience in a global context
• Qualitative research experience of study design, using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and user research), moderation and data analysis
• Familiarity with quantitative research particularly survey design
• 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

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.

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