Ebay Customer Insights Manager 

Ireland, Dublin 

158389588

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

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