Product & Customer Experience Insights Manager, Customer Experience and Business Trends

Are you Customer-obsessed and eager to turn deep customer research into decisions that improve the Consumer and Seller experience across Amazon Customer Experience and Business Trends (CXBT) is looking for an experienced highly motivated insights leader to join our Customer Experience Insights team in Arlington.

In this role you will OWN and RUN large-scale customer research end-to-end designing and executing studies that measure Amazons end-to-end experience across product lines (e.g. media consumer electronics apparel) geographies and departments (Retail Marketplace Digital). Youll design sample plans monitor quota blend panels manage external survey vendors (e.g. Nielsen-type providers) and turn large volumes of data into leadership-ready narratives that drive action. This is a hands-on ownership role you do the work yourself and are the single-threaded owner for your areas insights partnering directly with senior business leaders on findings and follow-through.

You will help Amazon continually raise the bar toward our vision of being Earths Most Customer-Centric Company as our customers advocate with real influence over their experience on Amazon.



Key job responsibilities
Own large-scale continuous monitoring survey mechanisms (e.g. NPS CSAT) and lead complex studies end-to-end scoping with business leaders study design data collection analysis recommendations and presenting to senior management
Personally execute the research design the sample plan to answer the question correctly and to a high quality bar; there is no separate QC or data-processing team to hand off to
Own data quality and research rigor identify data issues challenge vendors and ensure voice-of-customer data is accurate and trustworthy before insights are drawn
Produce strategic narrative insight documents that tell the story of the data to influence senior leaders not BRDs or purely technical research reports
Manage ambiguity translate complex cross-business problems into hypotheses analysis requirements and meaningful insights
Build strong stakeholder relationships across business units and geographies; define the roadmap and drive teams to act on findings
Support hiring and onboarding of new team members and contribute to a high-performing culture
Beyond leading research participate in and when ready lead customer-experience improvement efforts workstreams and cross-org projects


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 employees 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 Solutions Architects Data Scientists Business Intelligence Engineers Business Analysts Risk Managers and more.

- 3 years of product management experience
- Experience managing technical products or online services
- Experience in product program or project management in leading cross-functional teams in delivery of major new products or services

- Experience delivering complex data-driven recommendations to senior leaders
- Experience working across functional teams and senior stakeholders
- Knowledge of key customer experience metrics and methodology (e.g. NPS)
- Experience in areas such as market research statistics finance or qualitative/quantitative 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.

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 VA Arlington - 116300.00 - 160000.00 USD annually
USA WA Seattle - 116300.00 - 160000.00 USD annually