• 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

Desirable

• 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
• 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