Amazon is seeking a Senior Product and Customer Insights Manager to join our Customer Experience and Business Trends (CXBT) team. This person should be customer-obsessed, data oriented, technologically curious, and have the proven ability to dive deep into complex processes and metrics to understand the business context behind the customer experience (CX).
You will analyze shopping experience for Amazon Stores, identify opportunities for improvement, and work with other teams to improve the Amazon experience. You will analyze global industry, customer, and technology trends, and leverage a variety of methodologies to drive studies and present business recommendations across multiple categories and Amazon teams. In this role, you will have the opportunity to work with and influence senior business and technology leadership at Amazon.
Key job responsibilities
- Product Management: Lead large and complex studies, including scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior leaders.
- Manage ambiguity: Understand complex business problems across different customer segments, business units, geographies, and product lines to identify business trends and strategies that can improve Amazon's shopping experience.
- Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on studies and actions to implement product and service solutions. Manage relationships with stakeholders at various levels and effectively communicate findings to senior leadership.
- Customer Research and Analytics: Use quantitative and qualitative methodologies to measure consumer shopping trends and behavior.
- Process Improvement: Continuously innovate and improve process to optimize efficiencies.
- Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction. Develop new tools, methodologies, and/or standards for measuring customer experience.
About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, investors, streamers, gamers).
Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solution Architects, Data Scientists, Business Intelligence Engineers, Risk Managers, and more.
