Customer Insights Manager

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At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Role and Team

At the core of everything we do, we ensure that eBay's customers are front-and-center in all our strategic decisions and that we implement our plans with our customers as our most important priority. As the Customer Insights Manager in the Global Customer Experience (GCX) team, you will use qualitative and quantitative insights to improve our customers' journeys and overall experience. You will analyze insights from multiple sources (call listening, post-contact surveys, research, data warehouse etc.) and clarify ambiguous problems. You will act on our customers' behalf by providing a clear view on what matters most to customers, where to focus, and how to keep CX initiatives moving forward. When it is time to present your findings, you will paint a picture that is supported by both data and customer empathy. The work you do will positively impact the lives of millions of buyers and sellers around the globe every day.

What You Will Accomplish

• Lead customer insight efforts including problem identification, hypothesis formulation, root cause analysis, opportunity sizing, research, and competitive analysis
• Explore user behaviors, pain points and motivations by conducting primary research including customer interviews, diary studies, support call listening, and surveys
• Be a storyteller: interpret, summarize, and simplify quantitative and qualitative insights from multiple sources into compelling stories about the customer experience that are succinct, easy to understand, and invoke a strong desire to act
• Partner with internal teams including analytics, customer support, design, policy, product, and service design to explore ways to improve and innovate current policies, products, and services
• Partner closely with the user experience research team to review past studies and aggregate insights
• Identify new or improved functionality within customer service tools and processes to remove friction and improve both the agent and customer experience

What You Will Bring

• Passionate about crafting extraordinary experiences that build customer dedication & trust
• BA/BS in Human Computer Interaction (HCI), Human Factors, Psychology, or equivalent practical experience; MS preferred
• 5+ years of experience in analytics-driven customer experience, customer insights, research or similar
• Experience condensing complex customer problems into clear frameworks that promote understanding and guide next best actions
• Ability to develop strong professional relationships and influence peers, senior leaders, and c-suite executives
• Superior presentation skills including experience presenting directly to c-level leaders
• Experience working in a global organization, preferably in eCommerce or high-tech
• Highly proactive, willing to take ownership, requires limited oversight
• Excellent problem solving, analytical and decision-making skills

Preferred Qualifications

• CX certifications a plus
• Experience using data analytics tools and languages such as Tableau, SQL etc.
• Project management skills such as Lean Six Sigma or PRINCE2