Senior Customer Journey Insights Manager at Amazon
Senior Customer Journey Insights Manager Details
March 18, 2019, 7:25 a.m.
Research Science
Customer and Seller Experience Strategy
Seattle, Washington
truly global team Sr Customer Journey
Amazon is seeking a Sr Customer Journey Insights Manager to join a truly global team, based in Seattle, 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 own and influence our service roadmap for the US, and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers
· Minimum 5+ years professional experience in areas such as internet, retail, consumer goods or research firms, with experience leading customer research projects. · A Graduate or equivalent degree, ideally in psychology, cognitive science, Human Factors, etc. or related field. · Hands-on qualitative research experience of study design, using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and usability research) · Quantitative research experience, particularly with survey design. · Strong analytical skills, excellent attention to detail and good business