Principal Customer Researcher, Outbound Marketing
Principal Customer Researcher, Outbound Marketing
Posted on :
17-05-2025
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1 Vacancy
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Job Description
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 Amazons 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 crossfunctional 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 endtoend 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 problemsolver 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
9 years of quantitative/qualitative market research experience including survey design and execution
9 years of experience utilizing data and analytics to formulate program objectives solve business problems and drive process improvements
Experience with statistical techniques used for survey design and analytics (e.g. statistical significance Conjoint MaxDiff)
Strong proficiency in Excel
Experience programming in Qualtrics
Strong oral and written communication skills
Demonstrated ability to work independently and autonomously executing research yourself or with third parties
Proven ability to work in crossfunctional teams communicate with colleagues in both business and technical roles and develop processes at scale
Strategic thinker with the ability to see/understand the big picture
Detail oriented
Bachelors Degree
Experience working crossfunctionally across marketing product management analytics UX and research
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $153000/year in our lowest geographic market up to $252900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
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 Amazons 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 crossfunctional 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 endtoend 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 problemsolver 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
9 years of quantitative/qualitative market research experience including survey design and execution
9 years of experience utilizing data and analytics to formulate program objectives solve business problems and drive process improvements
Experience with statistical techniques used for survey design and analytics (e.g. statistical significance Conjoint MaxDiff)
Strong proficiency in Excel
Experience programming in Qualtrics
Strong oral and written communication skills
Demonstrated ability to work independently and autonomously executing research yourself or with third parties
Proven ability to work in crossfunctional teams communicate with colleagues in both business and technical roles and develop processes at scale
Strategic thinker with the ability to see/understand the big picture
Detail oriented
Bachelors Degree
Experience working crossfunctionally across marketing product management analytics UX and research
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $153000/year in our lowest geographic market up to $252900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Staff IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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