Job Description

Principal Customer Researcher, Outbound Marketing

Job ID: 2962340 | Amazon.com Services LLC

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 Amazon’s 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 cross-functional 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 end-to-end 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 problem-solver 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

1. Develop the customer research roadmap and prioritization framework, identifying the biggest insight gaps
2. 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
3. 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
4. Identify the proper research method(s) for deep dive research studies based on business objectives, timeline and resourcing
5. Conduct survey analysis, identify insights and opportunities, and devise recommendations that will inform business decisions aimed at improving the customer experience
6. Dive deep into both qualitative and quantitative data in order to bring forward new insights that inform product innovations
7. Communicate research findings and recommendations in clear, concise, and compelling ways to all levels of management
8. Influence partner teams across the company to take action based on research findings
9. Manage external vendors that we work with for executing research studies
10. Identify and set up scalable solution to simplify existing research processes and operate more nimbly
11. Manage/prioritize research requests from business teams
12. Participate in short term and long term strategic planning

BASIC QUALIFICATIONS

• 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 cross-functional 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
• Bachelor's Degree

PREFERRED QUALIFICATIONS

Experience working cross-functionally 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 here for more information.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $153,000/year in our lowest geographic market up to $252,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 here .

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