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Senior UK Research Program Manager

Closing date
4 Dec 2021

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Technology & New Media
Contract Type
Full Time
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At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. Amazon's evolution from website to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. We do this every day by solving complex, technical and business problems with ingenuity and simplicity.

Amazon's Customer Service (CS) department is looking for a talented and passionate Sr UX Research Program Manager to join the CS team. This individual will have a significant impact on our business as they lead research efforts for Amazon CS products and services. The Sr. UX Research Program Manager will perform competitive analyses and research, measure Amazon's end-to-end CS experience, propose and deliver significant areas for improvement to Amazon's CS program teams and product stakeholders.


Responsibilities :
· Define the direction for the research program and gain consensus and clear alignment at all levels as appropriate, within Amazon's CS
· Monitor the research program's overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate
· Provide research program progress updates on a regular basis, manage the research program team and where applicable manage and oversee third party vendors/contributions to the program
· End to end responsibility for the research program's execution and success
· Work closely with product, design, and business partners to identify and prioritize research project opportunities based on need and impact
· Translate product and design goals into research questions and plans
· Determine and apply proper research methods to the type of questions being answered
· Write research proposals including requested budgets as needed
· Evangelize UX research and advocate for the user and be able to clearly explain research findings and make thoughtful recommendations to the organization that align with both user and business goals
· Own long-term vision and strategy for the UX research team
· Plan, gather and analyze insights about Amazon users through new studies and review of existing data
Skills & Qualifications:
· A degree in Anthropology, Human Factors, Psychology, HCI/Computer Science or other related fields
· Proven ability to influence change at all levels within an organization
· Excellent communicator both verbally and written with an ability to communicate at all levels in the organization (technical, business, executive).
· 5+ years of hands-on experience conducting applied UX research in an industry setting
· 3+ years of experience successfully managing UX program teams and/or mentoring peer researchers
· End-to-end experience conducting all aspects of research (study design, recruiting, moderation, analysis, reporting)


· Experience managing small teams is a plus
· 7+ years of relevant work experience, including experience in program management and leading and integrating user research into product designs and design practices
· Experience with international research and project management
· Internet, e-commerce research experience·
· Demonstrated success influencing product and design decisions with research insights
· Excellent working knowledge of statistics and the principles of experiment design
· Excellent interpersonal, communication, negotiation and collaboration skill
· Fluent in another European language (other than English), e.g. German, French, Italian, Spanish
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