Customer Insight Manager

Job ID: 3144274 | Amazon.com Services LLC
Are you passionate about transforming carrier feedback into meaningful improvements that enhance our transportation network? Amazon is seeking an experienced Senior Insights Manager to join our Middle Mile Transportation team, where you'll uncover actionable insights that drive strategic decisions and elevate the experience for our carriers and drivers.
As a Senior Insights Manager, you'll conduct comprehensive analyses of carrier interactions across our network, identifying opportunities to streamline operations and enhance service delivery. You'll collaborate with operations, marketing, product, and tech teams to translate these insights into scalable solutions that raise the bar for carrier experience across our global middle mile network.
Own end-to-end research initiatives that drive optimization of middle mile transportation operations, including network design, fleet utilization, and service level performance
Partner with stakeholder teams to understand pain points, design solutions, and implement data-driven recommendations that enhance network efficiency
Build and maintain executive-level reporting that provide visibility into key performance metrics and strategic initiatives
Lead complex research deep dives that span multiple geographies and business units, working backwards from customer needs to deliver scalable solutions
Identify and monitor industry trends in transportation technology, sustainability, and network optimization
Your day begins by prioritizing incoming stakeholder requests for deep-dive analyses on carrier experience pain points. You'll collaborate with carrier operations teams to understand the context of carrier feedback coming through various channels (direct feedback, surveys, operational metrics, support tickets). Using your analytical expertise, you'll design and execute comprehensive research methodologies to quantify the impact and scope of these issues.
Synthesize multi-channel feedback data to create holistic views of carrier pain points
Partner with technical teams to streamline data collection and automate reporting processes
Present findings to stakeholder groups, highlighting key impacts, risk areas, and recommended prioritization
You'll balance multiple research initiatives simultaneously while maintaining strong relationships with stakeholders across operations, carrier management, and technology teams. Your insights will directly influence strategic decisions about carrier experience improvements and network optimization initiatives.
5+ years of proven success leading User Research projects with demonstrated impact experience
~5+ years of hands-on work with: field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design experience
~ Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
~ Experience in leading User Research projects with demonstrated impact
~ Experience with field research, ethnography, lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design
~ Experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
~ Experience with behavioral data collection, quantitative data analysis, and statistics
~ Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Master's degree in Human Factors, HCDE, Cognitive Psychology or equivalent
Experience in a technical field (software development, network development, IT, other related)
Experience with UX Research in non-US markets
Experience working in a highly Agile/Scrum environment
Our compensation reflects the cost of labor across several US geographic markets. 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. Applicants should apply via our internal or external career site.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#