Senior Customer Insights Manager, Customer Experience

Amazon • New York, NY

3d

About The Position

Zappos is looking for a customer obsessed Customer Insights Analyst to join the
Customer Analytics organization. This role will be pivotal in shaping how we
understand, engage with, and grow our customer base through data-driven
insights. The candidate will have a strong understanding of ecommerce KPIs,
customer journeys, and segmentation strategies that span the full customer
lifecycle. The right candidate will have the analytical skills to answer
strategic questions that are complex, dynamic, and not always clearly defined.
The candidate must possess strong technical skills, including proficiency in
SQL, data analysis tools, and visualization platforms, while maintaining a deep
understanding of customer behavior and retail dynamics. The ideal candidate will
be passionate about deeply understanding who our customer is, what motivates
them, and how we can improve their experience. They should have a collaborative
mindset that enables them to work effectively across Lifecycle Marketing,
Finance, Data Engineering, and other cross-functional partners. This position
sits within the Customer Experience organization.

The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV.

Requirements

• 5+ years of tax, finance or a related analytical field experience
• 3+ years of writing SQL queries and creating business intelligence reports using Tableau, Power BI experience
• Bachelor's degree
• Experience defining requirements and using data and metrics to draw business insights
• Experience with Excel
• Experience with SQL
• Experience making business recommendations and influencing stakeholders

Nice To Haves

• MBA
• Usage of generative AI tools to enhance workflow efficiency, with a willingness to learn effective prompting and evaluation practices
• Ability to recognize opportunities where generative AI could enhance products, workflows, or customer experiences

Responsibilities

• Own the development and of Zappos customer segmentation frameworks spanning value, behavior, lifecycle stage, and engagement patterns. Execute rigorous deep dives into segment performance to surface insights and identify early signals of momentum or risk.
• Translate customer intelligence into actionable strategies across lifecycle marketing, discovery, and acquisition targeting that measurably improve customer lifetime value. Test incrementality through holdout studies and iterate based on measured impact rather than correlation-based reporting.
• Develop and track key customer metrics and KPIs to measure the effectiveness of customer strategies.
• Maintain ongoing reporting and develop capabilities to answer ad-hoc business questions with speed and accuracy
• Build scalable analytical infrastructure in partnership with Data Engineering to support ongoing and evolving customer analytics needs
• Support incrementality measurement by interpreting tests and holdout results to assess whether strategies are driving incremental customer value.
• Partner closely with Lifecycle Marketing to optimize customer communication strategies and segment-specific experiences across all channels
• Partner with Finance for customer forecast and scenario planning, providing analytical inputs that support business planning and investment decisions
• Support incrementality measurement by interpreting tests and holdout results to assess whether lifecycle marketing strategies are driving incremental customer value

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