Customer Insights Manager, Middle Mile

Description

Do you want to help a global shipping business listen more closely to its shippers? In this role, you will run the day-to-day operations of the shipper feedback program for Amazon Shipping across five international market segments, collecting survey data and translating it into insights that support shipper experience improvements.

Amazon Shipping is seeking an experienced and detail-oriented Customer Insights Analyst to run day-to-day operations of our Voice of Shipper (VoS) and Customer Satisfaction (CSAT) survey programs across the US, UK, and EU market segments. This role sits at the intersection of data operations, customer insights, and cross-functional stakeholder management. You will be responsible for the full lifecycle of our shipper feedback programs, from survey design and distribution to data integration and dashboard reporting, and will translate shipper sentiment into clear, market segment-specific recommendations that business leaders can act on. You will apply independent judgment in identifying patterns and surfacing insights, particularly across our EU markets, contributing to a clearer picture of how shipper experience varies across FR, IT, and ES. You will also work cross-functionally across our broader Customer Insights organization, partnering with sister teams who each support different transportation businesses to share insights and drive aligned decision-making.



Key job responsibilities
* Own the monthly and quarterly CSAT survey lifecycle across US, UK, France, Italy, and Spain, including distribution, data collection, cleaning, and dashboard updates across Qualtrics, Pendo, Shipper Central, and legacy platforms
* Build and maintain targeted shipper distribution lists by identifying active customers using business intelligence tools and enriching records with CRM metadata
* Extract, consolidate, and validate survey response data from multiple sources, including SQL database queries, and integrate cleaned datasets into Qualtrics dashboards and Salesforce
* Maintain real-time CSAT and Voice of Shipper dashboards, ensuring accurate filters, date ranges, and data visualisations are available for stakeholder consumption on a monthly and quarterly basis
* Produce market-level insight reports for EU segments (FR, IT, ES), translating CSAT and VoS trends into clear, actionable narratives for country and regional stakeholders, identifying where shipper experience diverges across markets and recommending areas for investigation or improvement
* Coordinate survey participation incentive programs across markets, including obtaining required approvals and managing fulfilment through internal ordering tools

A day in the life
You will draw on AI tools to accelerate and scale your work, whether summarising open-text feedback at scale, drafting insight narratives, or automating steps in your data workflows. You might be preparing a market-level insight summary for an EU stakeholder, translating CSAT trends in FR, IT, or ES into a narrative that connects shipper feedback to operational performance, or updating a customer satisfaction dashboard ahead of a leadership review. You will coordinate with account management teams to deliver personalised survey links, prepare a quarterly data upload for all five geographic markets, and troubleshoot a workflow that didn't fire as expected. You will also be extracting and cleaning survey response data from multiple platforms and building targeted distribution lists of active shippers, because clean, reliable data is the foundation everything else is built on. You will also support cross-business insight sharing with Amazon Freight, flagging findings that are relevant to both teams. You are comfortable switching between detailed data work and stakeholder communication, and take pride in keeping complex, multi-step processes running smoothly and on time.
About the Team

Basic Qualifications

- Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
- Experience (end to end) with all aspects of research (study design, recruiting, moderation, analysis, reporting)
- Experience with lab-based user testing, remote testing, iterative prototype testing, survey design, and usage of multiple methods within a study
- Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

Preferred Qualifications

- Master's degree in Human Factors, HCDE, or Cognitive Psychology
- Knowledge of quantitative data analysis and statistics
- Experience conducting and applying research in a global context
- Experience working in a highly Agile/Scrum environment

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.