Customer Insights Manager Amazon Travel Events
Customer Insights Manager Amazon Travel Events
Posted on :
14-04-2025
Employer Active
1 Vacancy
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Job Description
The Manager Customer Insights will drive datadriven improvements to the Amazon Travel & Events experience by being the voice of our internal customers Amazon employees. You will leverage advanced analytics AI/ML and data visualization tools to analyze feedback usage patterns and satisfaction metrics identifying pain points and opportunities across our travel and events solutions. Working closely with teams and stakeholders youll translate insights into actionable recommendations that enhance the endtoend experience. Youll help shape future services by deeply understanding customers needs and preferences owning key customer experience metrics and KPIs regularly presenting insights to executive leadership to drive strategic decisionmaking.
Key job responsibilities
Provides strategic leadership for customer experience initiatives driving business impact through datainformed decisions and enhanced communications
Owns VOC program vision and evolution; develops strategies objectives and tactical plans aligned with business goals; establishes best practices and reporting frameworks
Builds and scales comprehensive customer insights programs including surveys advisory boards focus groups and customer interviews to gather both quantitative and qualitative data
Creates and maintains customer journey maps to identify friction points and drive solutions across the travel and events experiences
Facilitates crossfunctional partnerships to develop and implement bestinclass customer feedback mechanisms
Presents insights and recommendations to leadership teams translating data into actionable strategies and influence decisions
Defines tracks and reports to the wider organization on key customer experience metrics KPIs and trends
Supports change management initiatives across Technology Operations and Customer Experience teams
Serves as trusted advisor to program stakeholders providing strategic guidance on customer experience best practices and implementation
Drives innovation through emerging technologies and methodologies such as advanced analytics AI/ML and data visualization tools to derive deeper continuously enhance program effectiveness
A day in the life
Success in this role requires strong analytical capabilities stakeholder management skills and a relentless focus on simplifying the travel and events customer experience for Amazonians.
About the team
Amazon Travel & Events Customer Experience & Engagement teams purpose is to listen engage communicate and educate all customers who travel or plan events by ensuring a positive seamless and memorable experience with AT&E programs.
Proven track record of using data and customer feedback to drive program improvements or digital transformation
Bachelors degree or equivalent in related field
5 years experience in travel and events industry
8 years experience in a similar role for a large matrixed global enterprise
Masters degree in related field
Demonstrated experience leading and raising the bar on customer insights initiatives
Superb analytical abilities
Strong stakeholder management and crossfunctional collaboration skills
Exceptional verbal and written communications skills
Solid grasp of current market trends new technologies and automation
Knowledge of travel technology and booking tools (e.g. Concur TripSource)
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
Provides strategic leadership for customer experience initiatives driving business impact through datainformed decisions and enhanced communications
Owns VOC program vision and evolution; develops strategies objectives and tactical plans aligned with business goals; establishes best practices and reporting frameworks
Builds and scales comprehensive customer insights programs including surveys advisory boards focus groups and customer interviews to gather both quantitative and qualitative data
Creates and maintains customer journey maps to identify friction points and drive solutions across the travel and events experiences
Facilitates crossfunctional partnerships to develop and implement bestinclass customer feedback mechanisms
Presents insights and recommendations to leadership teams translating data into actionable strategies and influence decisions
Defines tracks and reports to the wider organization on key customer experience metrics KPIs and trends
Supports change management initiatives across Technology Operations and Customer Experience teams
Serves as trusted advisor to program stakeholders providing strategic guidance on customer experience best practices and implementation
Drives innovation through emerging technologies and methodologies such as advanced analytics AI/ML and data visualization tools to derive deeper continuously enhance program effectiveness
A day in the life
Success in this role requires strong analytical capabilities stakeholder management skills and a relentless focus on simplifying the travel and events customer experience for Amazonians.
About the team
Amazon Travel & Events Customer Experience & Engagement teams purpose is to listen engage communicate and educate all customers who travel or plan events by ensuring a positive seamless and memorable experience with AT&E programs.
Proven track record of using data and customer feedback to drive program improvements or digital transformation
Bachelors degree or equivalent in related field
5 years experience in travel and events industry
8 years experience in a similar role for a large matrixed global enterprise
Masters degree in related field
Demonstrated experience leading and raising the bar on customer insights initiatives
Superb analytical abilities
Strong stakeholder management and crossfunctional collaboration skills
Exceptional verbal and written communications skills
Solid grasp of current market trends new technologies and automation
Knowledge of travel technology and booking tools (e.g. Concur TripSource)
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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