Customer Insights Manager, Middle Mile

Amazon • Atlanta, GA

15h

About The Position

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.

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.

Requirements

• 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)

Nice To Haves

• 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

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

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level