Customer Insights Manager

3 months ago


Dublin, Ireland 0307 eBay Europe Services Ltd Full time

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

#LI-ML1

Please see the for information regarding how eBay handles your personal data collected when you use the eBay Careers website or apply for a job with eBay.

eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at . We will make every effort to respond to your request for accommodation as soon as possible. View our to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

Jobs posted with location as "Remote - United States (Excludes: HI, NM)" excludes residents of Hawaii and New Mexico.



  • Dublin, Ireland Autodesk Full time

    Position Overview As a Customer Success Insights Analyst, you will provide analytical expertise to support main strategic and operational initiatives for our Customer Success Organization. Analysts use a range of statistical methods, algorithms, and analysis techniques to advise business leaders on strategy and identify opportunities to improve...


  • Dublin, Ireland Flutter UK & Ireland Full time

    People Insights Manager Your team We are seeking a proactive People Insights Manager to join our People Team on a reduced hours basis (3 days per week). This role will be crucial for transforming People data into actionable insights that support strategic decisions and embrace our core values (Change the Game, Win Together, Free to be Me and Customer...


  • Dublin, Ireland Bounce Insights Full time

    Job Title: Full-time Senior Software EngineerLocation: Dublin (Hybrid: 3 days on-site, 2 days remote)Department: EngineeringReports to: Software Engineering ManagerStandard Work Hours: Monday to Friday, 9:00 AM to 6:00 PMCompany Overview: Bounce is a consumer research platform that enables consumer-facing brands to gather authentic consumer data from anyone...

  • Manager Strategy

    1 month ago


    Dublin, Ireland Kellanova Full time

    Are you a dynamic, organised, proactive person with a strategic mindset? Then this role within the Strategy & Insights team could be for you. We are looking for a Strategy & Insights Manager to work within our Salty Snacks Portfolio in our Dublin office. The role of this team is to ensure that our plans are grounded in human understanding. We take data and...


  • Dublin, Ireland Prosperity Full time

    Looking for a new Creative role with a mix of innovation & strategy? We are looking for a Head of Strategy and Insights to shape and build the strategic function and futurist remit at one of Ireland’s top rated creative design agencies. This award-winning team is in growth mode and they want an experienced creative & strategic leader to inform their...

  • Customer Experience

    5 months ago


    Dublin, Ireland KPMG Ireland Full time

    Are you a customer focussed individual who is passionate about helping organisations to design and deliver meaningful products and services across all channels? Do you have experience working on Customer Experience, Product / Proposition Development, Channel and/or Digital Transformation type projects? Do you want to learn how to design and deliver world...


  • Dublin, Ireland Kellogg Full time

    Are you passionate about leveraging data and consumer insights to drive business growth? Join our dynamic team at Kellanova (formally known as Kellogg) as a Strategy & Insights Executive! In this role, youll play a pivotal part in supporting the Shopper and Channel Insights Senior Manager, working in partnership with our Portfolio, Channel and S&I teams to...

  • Customer Manager

    5 months ago


    Dublin, Ireland Glanbia Full time

    Role Profile We have an exciting opportunity for a Customer Manager to join our team This role reports into the Senior Customer Manager and sits within the Retail & Wholesale group as part of the Consumer category. The successful candidate will manage key accounts within the consumer category, developing growth customer plans and enhancing customer...

  • Insights Trainee

    1 month ago


    Dublin, Ireland Primark Full time

    Job Description Insights Trainee (Brand & Marketing) - Placement Student Because you’ll make the difference Ready to own your career in an ever-growing fashion hub? Then take on a Primark placement starting in Summer 5. This is your chance to grab valuable experience in a global company that truly...


  • Dublin, Ireland Haleon Full time

    Hello. We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human...


  • Dublin, Ireland Login VSI Full time

    Welcome to Login VSI, where innovation and growth converge. Login VSI's mission is to provide organizations with the solutions and insights needed to ensure a seamless and reliable digital workspace experience for their end-users. We aim to help businesses optimize the performance, scalability, and predictability of their virtualized desktop and application...


  • Dublin, Ireland Allied Irish Bank Full time

    Role: Senior Quantitative Analyst, Decision Analytics & Insights Location: Molesworth Street, Dublin This role is being offered on a permanent basis.Do you have 3 years’ experience in a model development, model monitoring or model validation role and a bachelor’s degree in a quantitative analytical discipline (2.1 or higher)?Do you have advanced...


  • Dublin, Ireland Notion Full time

    About Us: We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft. ...


  • Dublin, Ireland Mint Marketing Talent Full time

    We have an exciting opportunity for a skilled Customer Value Management (CVM) leader to join a high profile utility organisation. This is a great place to work with a friendly working environment, nice atmosphere and an award winning team. Recent winners of an All-Ireland Marketing Award as well as holders of the Business Working Responsibly Mark and...

  • Senior Analyst

    3 weeks ago


    Dublin, Ireland AIB Group Full time

    Location: Molesworth Street, Dublin 2 with Hybrid Working At AIB, we're making a difference to how businesses contribute to climate action. We're aiming to make 70 percent of our lending green or transition by 2030 and we've set up a €30 billion climate action fund. Our Climate Capital segment is central to the delivery of these ambitious targets,...


  • Dublin, Ireland Flutter UK & Ireland Full time

    Customer Lifecycle Manager The Role... Do you want to disrupt the betting industry? Are you eager for a chance to lead on key business initiatives spanning Paddy Power Sports & Gaming verticals? If so, this role could be for you….. The Customer Value Management team is responsible for understanding and improving the value each customer brings by...

  • Customer Strategy

    2 weeks ago


    Dublin, Ireland Permanent TSB Full time

    PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful. Your Role: As a Customer Strategy & Proposition Delivery Specialist, you will support the...


  • Dublin, Ireland Flogas Ireland Full time

    About the role: Flogas Enterprise Solutions is looking for a Customer Experience Specialist to focus on enhancing the overall experience of our gas and power customers. This role will engage closely with customers to understand and meet their needs, supporting them with tailored energy solutions and providing insights on trends and pricing. As part of our...


  • Dublin, Ireland Flogas Full time

    About the role:Flogas Enterprise Solutions is looking for a Customer Experience Specialist to focus on enhancing the overall experience of our gas and power customers. This role will engage closely with customers to understand and meet their needs, supporting them with tailored energy solutions and providing insights on trends and pricing. As part of our...


  • Dublin, Ireland Energia Group Full time

    The Vacancy This is a 2-year contract for a new role sitting alongside 3 others: Retention Operations Manager (open role), Customer Communications Manager and Retention and Loyalty Manager. This role is supporting an increasing volume of work within the team driven by increasing complexity (regulatory requirements, energy transition and global...