Senior Customer Experience & Insights Lead

Amazon; Arlington (VA); On-site; USD 116,000 - 160,000; Full time

Job summary

Amazon.com Services LLC in Arlington, VA is seeking an experienced insights leader to own large-scale customer research end-to-end, turning findings into actionable guidance across Consumer and Seller experiences. You will design studies, monitor QoS like NPS/CSAT, and manage external vendors.

You’ll work directly with senior business leaders to craft strategic narratives, influence priorities, and advance cross‑organization customer experience improvements.

Qualifications

• 3+ years of product management experience.
• Experience managing technical products or online services.
• Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services.

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

Skills

Product management

Technical products

Cross-functional leadership

Job description

Amazon.com Services LLC in Arlington, VA is seeking an experienced insights leader to own large-scale customer research end-to-end, turning findings into actionable guidance across Consumer and Seller experiences. You will design studies, monitor QoS like NPS/CSAT, and manage external vendors.

You’ll work directly with senior business leaders to craft strategic narratives, influence priorities, and advance cross‑organization customer experience improvements.