Jobsrican
Website Amazon
Job Description:
The Customer Experience (CX) team within the AWS Support organisation is hiring! We are looking for talented and highly motivated individuals to run Cross-team programs that bring together user research, voice-of-customer collection mechanism and derive insights from that data to make recommendations on how we can improve on our customers experience when they interact with support.
AWS Support is a self-standing business (P&L) within AWS and continues to be one of AWS’s fastest and most innovative businesses. We build software and have engineers that help customers of all sizes, from various industries and across varied geographies – to successfully utilize the products and features provided by AWS.
The Customer Experience (CX) team focuses on improving the way customers experience support when they reach out for help. Programs are broad and highly cross-functional with each day bringing new challenges and new opportunities and we look for strong candidates who can drive structure in the face of ambiguity. In return we offer mentoring and coaching for a career development path and the opportunity to make a difference in one of the fastest growing business’ in the world.
Job Responsibilities:
- Elevate insights into action by working closely with the other Program Managers within the CX team as well as stakeholders within the AWS support organization
- Develop a deep understanding of customer sentiment across their journey and act as an advisor to each business on areas to focus
- Develop insights and build foundational areas of customer (user) research data, measurement, quality and governance
- Prep for the cross-functional team call; sync with the quality program manager to get the latest CX scorecard data, check delivery to Service
- Level Agreements (SLAs) from last session of upstream teams, prepare your talking points
- Plan next steps in the user research roadmap
- Lead and coordinate work efforts to implement an organization-wide Voice of Consumer (VoC) tool and system
- Work collaboratively with other Central teams across AWS to build coalition and support as well as understand impacts and experience for the Support organization
- Track latest Voices feeding into overall mechanism and validate the synthesis/translation of those VOCs into customer needs/requirements
- Continuously identify, evaluate, enhance, update, and consolidate relevant customer feedback data sources
- Connect with a few of your internal stakeholders in 1:1s to exchange information and status updates
Job Requirements:
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics in a matrix organization
- Experience designing and developing reports and interpreting data
- Strong stakeholder management skills and operational “deliver-to-goal” mindset
- Demonstrated knowledge of a variety of VOC collection mechanisms; such as survey design and research methods
- Project Management qualifications
- Master’s degree
- The ability to work in an ambiguous work environment and self-start project work
- Bachelor’s degree and 6 years of experience in CX via operations or digital channels, marketing, market or product development or related projects
- Direct experience contributing to the analysis of a company’s needs and development of business strategies as well as serving as a liaison to senior business executives, internal and external, and other outside advisors
- Experience applying statistical techniques and working knowledge of statistics concepts
Job Details:
Company: Amazon
Vacancy Type: Full Time
Job Location: Johannesburg, Gauteng, SA
Application Deadline: N/A
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