Customer Insights Manager, Middle Mile

Amazon is a global shipping business seeking a Customer Insights Manager to enhance its shipper feedback program. This role involves managing the lifecycle of customer satisfaction surveys, translating insights into actionable recommendations, and collaborating across various market segments to improve shipper experience.

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