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Amazon
,
London, Greater London
Senior Customer Journey Insights Manager
Overview
Job Description
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 studies globally each year, across a variety of business and stakeholder groups. In addition, the person in this role will continuously innovate and build new processes and research methodologies in an effort to better serve 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 lead customer research studies, working backwards from customer needs to identify areas that can drive impactful customer experience enhancements, across all Amazon businesses (e.g. Retail, Alexa, Amazon Video, etc.) Build strong relationships with business partners to understand their challenges and priorities, define research roadmap, and drive actions through insight delivery Work cross-functionally with peers/colleagues, and other research teams in Amazon, to align on roadmaps, insights, and prioritize change needed to our customer experience. Manage preferred vendor relationships with research agencies. Note, there will be a requirement to travel to fieldwork locations as part of this role.