Sr. Customer Experience (CX) Strategist, AWS Private Pricing Program

Amazon • Chicago, IL, US • 1w ago

Open to candidates in Seattle, Arlington, New York, Austin, Boston, Dallas, San Francisco, Denver, Chicago, Atlanta, Jersey City, Nashville, Houston, San Diego.

Do you have an aptitude for analyzing customer requests and creating innovative business solutions/programs to address customer needs? The ability to translate complex scenarios into simplified mechanisms to enable customer outcomes? The knack to drive consensus across broad stakeholder groups? Amazon Web Services (AWS) is seeking a Customer-obsessed Customer Support Specialist to join the Private Pricing Programs and Experiences (3PX) team.

The Senior Design Strategist, 3PX will partner with UX researchers, product management, and partners across the Private Pricing organization. As a driver of a cross-functional and highly visible initiative, the ideal candidate will have experience in both B2B and B2C settings with a proven ability to document the customer experience to identify gaps and opportunities, then work collaboratively to ideate and deliver solutions.

You will be responsible for designing features and accountable for driving key initiatives and projects in areas such as Private Pricing tooling, the customer experience, process improvement, and launching new innovative offerings. By understanding and improving the customer experience, you will unlock efficiencies in the Private Pricing deals process, improve existing features, and implement new features to be used by the sales team that drive value for the Private Pricing team, and in turn, end customers.

Key job responsibilities
Responsible for VoC work to help drive growth and improvements of Private Pricing.

Use deep domain expertise in Private Pricing tooling and deal processes to understand how potential Customers interact with AWS Account Management teams.

Participate in calls with end-AWS Customers (and potential Customers) to understand any barriers they have to adopt Private Pricing and Customer needs that will help evolve the program.

Application of human-centric approaches for strategic initiatives with cross-functional groups across 3PX and Private Pricing.

Operationalize data (i.e. user feedback, technical constraints, business analytics, and usability findings) to translate business goals and recommend new approaches, policies, and procedures for continuous improvement.

Own the Customer Experience (CX) Intake Mechanism to help GDSP builders have successful launches and adoption of their idea by considering the implications their ideas have on the Private Pricing Experience and providing recommendations, with input from other 3PX leads.

Manage multiple projects simultaneously. For select launches, coordinate end-to-end activities with teams across and external to GDSP to execute against timelines.

Use expertise and judgement to work across teams for complex initiatives; work backwards from the customer through discovery, design, and execution.

Deliver independently with a bias for action oriented on results; take the lead on both tactical and strategic initiatives.

Define, measure, and analyze post-launch metrics to continuously optimize design and end-to-end experience.

About the team
Diverse Experiences
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