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Insights Lead, Voice of the Customer, 3PX
Amazon.comUS, FL, Virtual Location - Florida, United StatesRemotefull_timeVerifiedPosted 16 Mar 2023
About the role
As part of AWS Global Deal Strategy and Programs, the Private Pricing Programs and Experiences (3PX) team is proud to offer innovative products that meet the needs and desires of our strategic customers. 3PX owns Private Pricing as a product, including the end-to-end customer experience, as well as Private Pricing operations, marketing, and branding programs. 3PX is responsible for Voice of Customer, Customer Experience, Product Management, Communications and Adoption, Analytics, and Operations. As a member of 3PX, you will collaborate across various teams to continuously improve and innovate the Private Pricing Program. 3PX includes an array of specialists in Product Management, Voice of the Customer, Communications, UX Researchers, Design Technologists, as well as other roles.
To help us continue to grow and innovate our Private Pricing offerings, we are in search of an experienced Voice of the Customer (VoC) Customer Insights Lead to establish and build a well governed Voice of the Customer program, which includes thinking creatively about listening posts.
The ideal candidate will have a keen eye for gaps in customer understanding and an innovative mindset. You bring expertise on data analysis and a proven ability to synthesize diverse data sets to generate powerful customer insights.
As a member of the CX team working closely with design strategists, you will analyze data from listening posts to generate insights that inform customer journeys and actions to improve the Private Pricing Product. The ideal candidate will have experience in B2B selling models and knowledge of creating targeted listening strategies. As the VoC program develops, you will continue to develop and update the Private Pricing Program to address the evolving needs of our customers.
As the expert on Voice of the Customer, you will challenge the status quo and empower Private Pricing teams. The Customer Insights Lead for VoC will use data to generate insights and solve problems, dive deep into surveys, reports, studies, and social data, to draw out actionable insights and trends. You will also help drive adoption of VoC data, reports, and tools across the organization, while establishing the strategy around key CX metrics for measurable impact.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
To help us continue to grow and innovate our Private Pricing offerings, we are in search of an experienced Voice of the Customer (VoC) Customer Insights Lead to establish and build a well governed Voice of the Customer program, which includes thinking creatively about listening posts.
The ideal candidate will have a keen eye for gaps in customer understanding and an innovative mindset. You bring expertise on data analysis and a proven ability to synthesize diverse data sets to generate powerful customer insights.
As a member of the CX team working closely with design strategists, you will analyze data from listening posts to generate insights that inform customer journeys and actions to improve the Private Pricing Product. The ideal candidate will have experience in B2B selling models and knowledge of creating targeted listening strategies. As the VoC program develops, you will continue to develop and update the Private Pricing Program to address the evolving needs of our customers.
As the expert on Voice of the Customer, you will challenge the status quo and empower Private Pricing teams. The Customer Insights Lead for VoC will use data to generate insights and solve problems, dive deep into surveys, reports, studies, and social data, to draw out actionable insights and trends. You will also help drive adoption of VoC data, reports, and tools across the organization, while establishing the strategy around key CX metrics for measurable impact.
Basic Qualifications
- Bachelor’s degree in Engineering, Business Administration, Finance, Computer Science, or related field OR equivalent years of experience
- 5+ years of experience with Voice of the Customer programs
Preferred Qualifications
- Experience with Voice of the Customer and/or Social Listening platforms such as: Qualtrics, Medallia, InMoment, Sprinklr, and/or Infegy
- Experience pulling insights from diverse and complex datasets (making sense of data to surface actionable priorities)
- Experience using digital analytics, customer feedback, user experience research, and other qualitative and quantitative metrics to inform product planning and prioritization
- Evidence of demonstrated success managing multiple projects autonomously, collaborating with technical and non-technical teams, presenting and communicating directly with leaders
- Demonstrated ability to successfully influence and drive stakeholders
- Lean Six Sigma black belt with extensive process improvement experience that can drive business and technology transformation
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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