Do you want to be able to impact how millions of customers interact with Amazon Devices, Digital Services and their experiences with getting help and support? Do you believe that innovation and building great customer experiences starts with truly understanding your customers? Then we're looking for you!

About the hiring group:
Amazon revolutionized customer service, now we are changing what customers expect from technical support. We’re responsible for the Customer Service operations and solutions for all Amazon Devices and Digital Services - from the Kindle, Echo, and FireTV - to Amazon Music, Prime Video and Live Events.

Job Responsibilities:
As a member of the Digital, Device and Alexa Support Research Team, you will be responsible for conducting customer and market research and communicating findings to influence improvements in customer experience. Large sets of information, both unstructured text and structured data don’t intimidate you. You have demonstrated success delivering large-scale research projects using one or more of the following research methods: customer demographic and segmentation research, customer interviews, usability studies, conjoint analysis, benchmarking, customer sentiment, voice of customer analysis, etc. But more importantly, you have passion and curiosity for understanding customers, willingness and desire to learn new skills, you work comfortably with ambiguity, and an understanding of research methodology to design appropriate approach to deliver results.

Day in the Life:
· Conduct research studies and analytic deep dives to develop a deeper understanding of Amazon's customers (both existing and future).
· Apply learnings from research studies and analytic deep dives to author research documents.
· Present findings, insights and recommendations in a consultative way to key stakeholders across product management, operations and business teams.
· Provide research support for organizational planning and goals

BASIC QUALIFICATIONS

· 3+ years of relevant work experience in research, project/program/product management, marketing and/or operations
· Working functional proficiency in SQL, and familiarity with common BI and Survey tools, such as Tableau and Qualtrics.

PREFERRED QUALIFICATIONS

· Bachelor Degree or 5 + years equivalent work experience
· Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives
· Experience creating and delivering large projects within the customer or market research industry
· Proven ability to deliver results and prioritize tasks in a fast-moving, dynamic, environment
· Comfortable working in a diverse group and contributing to an inclusive culture

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.