Are you passionate about conducting research that will impact strategic decisions for improving Amazon customer experiences?
The Amazon Outbound Communications team goal is to delight Amazon customers worldwide with inspiring content and help them fulfill their shopping missions. We do this by driving awareness and discovery of Amazon’s products and services. We meet customers at their preferred communication channel(s) with the most relevant content, at the right time and frequency.
We are looking for a Principal Customer Research Manager to join our growing team! As the Principal Customer Research Manager, you will own the design and execution of deep dive research studies (quantitative and/or qualitative) from start to end to support the Outbound team. You will develop a center of excellence for Outbound research and conduct quantitative and qualitative studies to generate customer insights for Outbound channels (WA, SMS, Push, Email). Leveraging the research findings, you will partner with cross-functional business teams across the company to influence strategic decisions for improving customer experience throughout their shopping experience. You will influence business strategy by conducting effective research studies and identifying opportunities to innovate on behalf of the customer based on your research. You will also develop ongoing mechanisms to capture customer insights, empowering other marketers and product managers to leverage these forums, whether it be panels, surveys, user studies, and more.
The right candidate possesses endless curiosity and passion for understanding customer perceptions and behaviors. You have expertise in research design best practices and identifying the appropriate research methodology based on the defined business objectives. You have end-to-end experience conducting robust large scale surveys, as well as strong analytical skills. You have proficiency in deep diving large amounts of data and combining multiple data points to translate research into actionable insights/recommendations. You are a creative problem-solver who seeks to deeply understand the business so that you can define the most meaningful and strategic research studies that facilitate informed decision making.
Key job responsibilities
- Develop the customer research roadmap and prioritization framework, identifying the biggest insight gaps
- Manage all stages of quantitative (e.g., surveys) and qualitative (e.g., focus groups, 1:1 interviews, etc.) customer research studies, of which to answer key business questions, including: research proposals, research methodology design, operational execution, analysis and reporting
- Engage in strategic discussions with partner teams to collect input (e.g., key business questions, assumptions, potential initiative ideas) so you can ensure the research study is designed to generate actionable findings
- Identify the proper research method(s) for deep dive research studies based on business objectives, timeline and resourcing
- Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform business decisions aimed at improving the customer experience
- Dive deep into both qualitative and quantitative data in order to bring forward new insights that inform product innovations
- Communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management
- Influence partner teams across the company to take action based on research findings
- Manage external vendors that we work with for executing research studies
- Identify and set up scalable solution to simplify existing research processes and operate more nimbly
- Manage/prioritize research requests from business teams
- Participate in short term and long term strategic planning
