Senior Customer Insights Manager, Customer Experience

Zappos is looking for a customer obsessed Customer Insights Analyst to join the Customer Analytics organization. This role will be pivotal in shaping how we understand engage with and grow our customer base through data-driven insights. The candidate will have a strong understanding of ecommerce KPIs customer journeys and segmentation strategies that span the full customer lifecycle. The right candidate will have the analytical skills to answer strategic questions that are complex dynamic and not always clearly defined. The candidate must possess strong technical skills including proficiency in SQL data analysis tools and visualization platforms while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is what motivates them and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Lifecycle Marketing Finance Data Engineering and other cross-functional partners. This position sits within the Customer Experience organization.

Key job responsibilities
Own the development and of Zappos customer segmentation frameworks spanning value behavior lifecycle stage and engagement patterns. Execute rigorous deep dives into segment performance to surface insights and identify early signals of momentum or risk.
Translate customer intelligence into actionable strategies across lifecycle marketing discovery and acquisition targeting that measurably improve customer lifetime value. Test incrementality through holdout studies and iterate based on measured impact rather than correlation-based reporting.
Develop and track key customer metrics and KPIs to measure the effectiveness of customer strategies.
Maintain ongoing reporting and develop capabilities to answer ad-hoc business questions with speed and accuracy
Build scalable analytical infrastructure in partnership with Data Engineering to support ongoing and evolving customer analytics needs
Support incrementality measurement by interpreting tests and holdout results to assess whether strategies are driving incremental customer value.
Partner closely with Lifecycle Marketing to optimize customer communication strategies and segment-specific experiences across all channels
Partner with Finance for customer forecast and scenario planning providing analytical inputs that support business planning and investment decisions
Support incrementality measurement by interpreting tests and holdout results to assess whether lifecycle marketing strategies are driving incremental customer value

About the team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop Amazon Fashion subsidiary businesses with teams in New York NY Madison WI and Las Vegas NV.

- 5 years of tax finance or a related analytical field experience
- 3 years of writing SQL queries and creating business intelligence reports using Tableau Power BI experience
- Bachelors degree
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders

- MBA
- Usage of generative AI tools to enhance workflow efficiency with a willingness to learn effective prompting and evaluation practices
- Ability to recognize opportunities where generative AI could enhance products workflows or customer experiences

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at NY New York - 130000.00 - 185000.00 USD annually