Product & Customer Insights Manager, Customer Experience and Business Trends

DESCRIPTION

Are you passionate about influencing and shaping customer experience (CX) at Amazon across multiple geographies and millions of customers? The Customer Experience & Business Trends (CXBT) organization works with our most senior leaders globally to determine what this looks like and we are now looking for a highly motivated, data-driven and customer obsessed individual to join our team in London.

Our team specifically is dedicated to improving Amazon’s strategy, technology, operations and processes to drive a superior CX in EU. We relentlessly challenge the status quo and innovate in order to work on the most ambiguous and challenging opportunities facing our businesses. As a EU based Product & Customer Insights Manager, you will be a critical voice in decision-making. You will be expected to lead studies across multiple areas (e.g., Stores, Marketplace, Prime), partnering with peers and leaders globally to solve complex problems. This will require you to use creativity, analytics and curiosity to build new methodologies that deliver convincing insights and eventually influence actions Business Owners take. Rooted within a dynamic, innovative and diverse environment, this role will provide you with ample opportunities to drive your own professional growth while you help Amazon to achieve its’ vision: to be Earth’s Most Customer-Centric Company.

Key job responsibilities

• Build strong relations with stakeholders to understand their challenges and priorities, define research roadmap, and drive actions through insight delivery
• Dive deep into business problems and translate them into concrete hypotheses and analysis requirements
• Deliver large and complex studies, including scoping, designing methodology, collecting and analyzing data, and presenting recommendations to International business leaders. Data sources include manual data collection, tech tools, and, customer research
• Partner with colleagues across our global team to identify areas for collaboration, drive continuous improvement and incorporate best practices

A day in the life

You’ll be based at one of our hub offices and solve customer problems worldwide. You will flex your customer obsession muscle by evaluating the end to end customer experience through different methodologies and hearing directly from customers. You’ll leverage your diverse skills (whether that’s writing with SQL/XPath or drafting surveys and AI prompts ), dive deep on data big and small (from analyzing large data sets to individual anecdotes), and craft six-pagers to present to VPs/Directors and their leadership teams. You’ll earn trust with partner teams and influence them to improve customer experience. In addition, as you continuously raise the bar for our customers, you’ll stay-up-to-date on current trends, and learn and be curious with colleagues worldwide to improve our team processes.

About the team

Customer Experience and Business Trends (CXBT) is an organization with a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally.

We’re a team of builders who develop products, services, ideas, and various ways of using data to influence product and service offerings. We do this for almost every business at Amazon, and for every customer (i.e., consumers, developers, sellers/brands, employees, investors, streamers, gamers, etc.).

Our method is based on determining the customer need, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends.

We’re a global team, made up of a diverse set of profiles, skills, and backgrounds, including product managers, software developers, computer vision experts, solutions architects, data scientists, business intelligence engineers, business analysts, risk managers, and more.

BASIC QUALIFICATIONS

• At least 4 years of experience in strategy, insights, product or program management, or, business development
• Proven analytical and quantitative skills and an ability to use data, qualitative insights and metrics to develop recommendations and drive root cause analyses
• Strong interpersonal skills — including written and oral communication skills

PREFERRED QUALIFICATIONS

• Self-starter with strong ownership to to work in a fast-changing and ambiguous environment
• Proficiency in additional languages
• Proficiency in SQL and experience with statistical analyses tools

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.

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