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Customer Experience Strategist, Private Pricing Voice of Customer
Amazon.comUnited Statesfull_timeVerifiedPosted 19 Jan 2024
💰 $193,600/yr($104,100/yr – $193,600/yr)
About the role
Amazon Web Services (AWS) is a dynamic and rapidly growing business within Amazon and the leader in providing secure, reliable, scalable, and innovative cloud services that help over a million businesses, governments, education, and not for profits across the globe scale and grow! AWS provides a wide set of scalable cloud services to meet customer needs. The AWS Private Pricing Program is seeking a talented, experienced, CX Strategist to drive innovation, awareness, and grow the Private Pricing product worldwide.
The CX Strategist, 3PX will partner with UX researchers, product management, and partners across the Private Pricing organization. As a driver of a cross-functional and highly visible initiative, the ideal candidate will have experience in both B2B and B2C settings with a proven ability to document the customer experience to identify gaps and opportunities, then work collaboratively to ideate and deliver solutions. You will be responsible for designing features and accountable for driving key initiatives and projects in areas such as Private Pricing tooling, the customer experience, process improvement, and launching new innovative offerings. By understanding and improving the customer experience, you will unlock efficiencies in the Private Pricing deals process, improve existing features, and implement new features to be used by the sales team that drive value for the Private Pricing team and, in turn, end customers.
Inclusive Culture. Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Harmony. Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.
Mentorship and Career Growth. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
Key job responsibilities
• Application of human-centric approaches for strategic initiatives with cross-functional groups across 3PX and Private Pricing. Operationalize data (i.e. user feedback, technical constraints, business analytics, and usability findings) to translate business goals and recommend new approaches, policies, and procedures for continuous improvement.
• Own the Customer Experience (CX) Intake Mechanism to help GDSP builders have successful launches and adoption of their idea by considering the implications their ideas have on the Private Pricing Experience and providing recommendations, with input from other 3PX leads.
• Manage multiple projects simultaneously. For select launches, coordinate end-to-end activities with teams across and external to GDSP to execute against timelines.
• Use expertise and judgment to work across teams for complex initiatives; work backwards from the customer through discovery, design, and execution.
• Develop and drive adoption of current and future Private Pricing personas, customer journey maps, storyboards, service blueprints, and action plans through data and insights
• Deliver independently with a bias for action oriented on results; take the lead on both tactical and strategic initiatives.
• Define, measure, and analyze post-launch metrics to continuously optimize design and end-to-end experience.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Austin, TX, USA | Chantilly, VA, USA | Herndon, VA, USA | Seattle, WA, USA
-Bachelor’s degree or equivalent post-secondary degree in business or related field
-3+ years of experience delivering end-to-end design solutions in B2B and B2C settings
-Demonstrated experience defining pro
The CX Strategist, 3PX will partner with UX researchers, product management, and partners across the Private Pricing organization. As a driver of a cross-functional and highly visible initiative, the ideal candidate will have experience in both B2B and B2C settings with a proven ability to document the customer experience to identify gaps and opportunities, then work collaboratively to ideate and deliver solutions. You will be responsible for designing features and accountable for driving key initiatives and projects in areas such as Private Pricing tooling, the customer experience, process improvement, and launching new innovative offerings. By understanding and improving the customer experience, you will unlock efficiencies in the Private Pricing deals process, improve existing features, and implement new features to be used by the sales team that drive value for the Private Pricing team and, in turn, end customers.
Inclusive Culture. Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Harmony. Our team also puts a high value on work-life balance. Striking a healthy balance between your personal and professional life is crucial to your happiness and success here, which is why we aren’t focused on how many hours you spend at work or online. Instead, we’re happy to offer a flexible schedule so you can have a more productive and well-balanced life—both in and outside of work.
Mentorship and Career Growth. Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
Key job responsibilities
• Application of human-centric approaches for strategic initiatives with cross-functional groups across 3PX and Private Pricing. Operationalize data (i.e. user feedback, technical constraints, business analytics, and usability findings) to translate business goals and recommend new approaches, policies, and procedures for continuous improvement.
• Own the Customer Experience (CX) Intake Mechanism to help GDSP builders have successful launches and adoption of their idea by considering the implications their ideas have on the Private Pricing Experience and providing recommendations, with input from other 3PX leads.
• Manage multiple projects simultaneously. For select launches, coordinate end-to-end activities with teams across and external to GDSP to execute against timelines.
• Use expertise and judgment to work across teams for complex initiatives; work backwards from the customer through discovery, design, and execution.
• Develop and drive adoption of current and future Private Pricing personas, customer journey maps, storyboards, service blueprints, and action plans through data and insights
• Deliver independently with a bias for action oriented on results; take the lead on both tactical and strategic initiatives.
• Define, measure, and analyze post-launch metrics to continuously optimize design and end-to-end experience.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Austin, TX, USA | Chantilly, VA, USA | Herndon, VA, USA | Seattle, WA, USA
Basic Qualifications
-Bachelor’s degree or equivalent post-secondary degree in business or related field
-3+ years of experience delivering end-to-end design solutions in B2B and B2C settings
Preferred Qualifications
-Portfolio demonstrating breadth and depth of customer-centric CX work including user experience principles, techniques, and tools like personas, customer journey maps, storyboards, and service blueprints-Demonstrated experience defining pro
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