Job summary Are you interested in inventing most customer centric experience offers for JP customers together with us at Amazon? Come join us! We are looking for a highly motivated, curious, and passionate Senior Customer Experience Research Manager to make Amazon JP the ultimate shopping and entertainment destination for customers in Japan and provide the best-in-class customer experience with attractive engaging programs with our internal talented stakeholders. To pursue our mission, you will play a critical role to incubate our initiatives to enhance quality of CX (customer experience) holistically through overarching multiple UX (User experience, Usability) research studies. Job description As a Senior CX Research Manager on JP Consumer Intelligence, you will be the primary CX/UX research manager who can ensure customer experience improvement through all the customer journey (connecting each dots of User Experience) by your identified customer insights. You will be responsible for directly driving and executing research strategy by customer lens and influencing marketing and product decisions. Responsibilities cover the spectrum of user research, from foundational research, to usability testing, to deriving insights from diving deep market data and synthesizing the insights independently. You will closely work with other Customer Insight managers of market research, Business insight engineers, Data scientists, and collaborate with Marketing, Program & Product Managers, and Tec Engineers to fill the customer experience research needs cross functionally. Also, to enhance customer insights based organization, this Sr. CX research manager will evangelize research best practices and customer & user centric culture to empower broader teams with guidance and tools for self-service research to contribute to your research strategy. Key job responsibilities • identify and prioritize top customer and business problems to solve through research by collaborating business strategic partner internally and externally • design, develop, and manage Customer experience and User experience study strategy & roadmap, and execute end to end research studies. Identify the best method or mix of methods to address research questions, with consideration for timeline and resources (bring impactful bias-for-action insights quickly for short term and develop a roadmap for long term) • Independently bring synthesizing customer insights by identifying customer needs and pain points for Amazon JP to offer best in class experience to Japanese customers with both statistic data and contexts (sentiment, motivation, attitude) including Japanese cultural or historical manners & customs classify its impact (Deal breaker, Cost of Entry, and Delighter/ Differentiator) for New to Amazon acquisitions and Amazon customer engagement through the studies so that your partner at project, product, program managers, designer and Tec engineer can develop its implication for next actions • verify internal strategic partners’ strategic propositions and hypothesizes to fill the gap, validate the prototype and measure customer satisfaction on its measurements • Connect the dots of each UX study and overarch it into holistic Customer Experience insights by translating user insights into impactful onsite product and marketing related and strategic recommendations • Manage agencies to execute researches and produce insights. • Support decision making of JP leaders to judge strategically whether the global model works well or localizing it for the unique JP market with cultural adaptation consideration. • Championing the “voice of the customer” in our business decision making, while proactively engaging with the key stakeholder groups in and outside of Japan advocating for the voice of JP customers on behalf of the entire JP business. • Work closely with Customer Insight Managers such as Market research manager, Business Intelligence Engineer/Data Scientist at Consumer Intelligence to seek a better understanding of customer segments, attributes and behavioral characteristics for our business growth. • Proactively learn and share best practices with high motivated passion, both within Japan and worldwide. Be in touch with research being conducted around the world and contribute Japan best practices. A day in the life As Senior CX Research Manager on this organization, you will be working with team members at JP Consumer Intelligence, Marketing program, product managers, UX designers, and Tec engineers closely on day-to-day basis. You will dive deep in various customer insights including existing data, customer anecdotes, and insights & implication on JP customer (Non Amazon customers, Amazon customer) and Amazon JP. You will be deeply involved in customer onsite experience at Amazon.co.jp process to identify improvement opportunities as the go-to person for customer needs. While we have each strong ownership by function vertically, customers see us as a one Amazon, whatever the customer journey and touch-points are. Towards sustainable growth and trustful & attractive Brand building, you will support to develop a JP customer strategy across functions horizontally to improve our consistency & continuity toward our end user in Japan. You will advocate for our customers and evangelize your insights to senior executives, stakeholders, and team members. More importantly, every working day is full of fun and excitement. About the team Japan Consumer Intelligence org was established within Japan Prime and Consumer Marketing, houses both research and data analytics. By combining internal analytics with external research, we bring forth the most actionable and holistic customer insights for Amazon JP. We advocate for JP consumers’ needs and champion actions that make meaningful and noticeable differences in customer experiences. We fulfill our mission by: 1. Identifying large impactful and actionable insights through analytics and/or research 2. Enabling experimentation by creating tools and solutions that can be scaled and automated 3. Providing a unique Japanese market view of JP shoppers for Amazon JP 4. Being the center of excellence and bar raisers for JP research 5. Providing a robust repository for sharing JP analytics and research With our operational tenets as Customer first, Prioritize for maximum impact, Drive actions, Share and collaborate, Create then automate, Solve for JP and scale to WW and Educate, not duplicate. The ideal candidate will have a deep understanding of customer and user research methods and best practices, along with a nimble, creative and pragmatic approach, and top-notch communication skills. The role will be driving hands-on research efforts (quantitative and qualitative) as well as working with agency and external partners to help the team develop a practical understanding of our customers, and requirements to create effective user experiences for them. As a successful candidate, you will possess endless curiosity and passion for robust customer experience study. You will influence business strategy by taking ownership of ambiguous business problems and identifying opportunities to drive innovation through research. You will design research study at pace, balancing multiple priorities and show good judgment when making trade-offs between experimental rigor and the need for quick actionable insights to reduce project risk. You will be able to distill clear customer needs from large, diverse data sets to provide inputs that solve complex business problems. You will work autonomously, build relationships outside of your immediate team and demonstrate excellent stakeholder management skills. You will be comfortable with ambiguity and will be able to thrive in an environment where insights come from many places. You will be seen as an expert in your field and play a significant role in developing the skills and views of others.