Head of UX & Customer Insights

Sydney, New South Wales, AUS

Applications have closed
Amazon.com logo
Amazon.com

Posted 1 month ago

The Head of Customer Insights uses user research, product research, beta research, analytics, customer service logs, and traditional or experimental design research methods to create a program that seeks to uncover and share critical customer insights that builds deep empathy for our customers and helps actively inform product design, marketing design, and content programming decisions. Identify and manage a range of best-in-class tools and vendors for research and create self-service mechanisms for others to run studies and answer questions, and for internal teams to contribute to research that may be too sensitive for external recruiting. Work closely with product, design, and business teams to identify research topics and build a research roadmap. Develop metrics that appropriately evaluate the user experience quality of a feature, product, launch, or decision. Keep track of trends and vendors in the industry to ensure relevancy and efficient, effective use of tools and research techniques. Work cross-functionally with design, business, engineering, and marketing stakeholders to communicate insights and recommendations and advocate on behalf of the customers.

Basic Qualifications


· Primary Requirements: Master’s Degree (or foreign equivalent) in Human Centered Design, Cognitive Psychology, Statistics, Business or Data Analysis, Human Factors, Digital Program Management, or related field and 2 years of experience in qualitative and/or quantitative research.
· Alternate Requirements: Bachelor’s Degree (or foreign equivalent) in Human Centered Design, Cognitive Psychology, Statistics, Business or Data Analysis, Human Factors, Digital Program Management, or related field and 5 years of experience in qualitative and/or quantitative research.

Preferred Qualifications

· 2 years of experience setting up programs that scale research methods (coordinating, scheduling, organizing, and executing across multiple projects, decisions, and launches) and managing the communication and creation of self-service mechanisms that enable stakeholders to use research and evaluate the quality of their decisions and features, products, and programs.
· 2 years of experience conducting generative or evaluative research to identify benefits and shortcomings of proposed or prototype solutions, using a variety of methods, including at least 3 of the following: surveys, interviews, lab studies, in-home studies, A/B tests, and/or Wizard of Oz.
· 2 years of experience developing the appropriate metrics to reflect the overall customer satisfaction with a feature/product/experience (such as willingness to pay, net promoter score, cognitive distraction, CSAT, or related), synthesizing research results, and effectively communicating clear, concrete recommendations to management in a way that results in action.
· 2 years of experience developing research programs, running research studies, and developing appropriate user metrics, specifically for voice and multimodal products.
· Experience can be concurrent.

Job tags: Analytics Engineering Human factors Lab studies Product design Research Surveys User experience User research