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 Amazon"s end-to-end experience across product lines (e.g., media, consumer electronics, apparel), geographies, and departments (Retail, Marketplace, Digital). You"ll 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 area"s 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 Earth"s 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.