Senior Customer Experience Manager

1 month ago

London, Greater London, United Kingdom Amazon UK Services Ltd. Full time
Job Title: Senior Customer Experience Manager

Amazon UK Services Ltd. is seeking a Senior Customer Experience Manager to join our team. As a key member of our Last Mile Delivery Experience (LMDX) team, you will be responsible for managing large-scale programs that improve the customer experience and drive measurable results.

Key Responsibilities:
  • Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive change and enable Amazon to provide an exceptional delivery experience.
  • Lead complex process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
  • Manage ambiguity and understand complex business problems, ensuring critical projects remain visible to senior leadership and stakeholders.
  • Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
  • Drive best practices with a focus on outcomes for our customers and identify and own EU initiatives that will continue to optimize our highly customer-focused operational teams.
Requirements:
  • Project/program management experience, including proven ability to manage large and complicated projects with experience leading cross-functional projects.
  • Results-driven individual with strong proactiveness.
  • Team management experience.
  • Business judgment with a track record of successfully delivering quantifiable results.
  • Experience developing operational processes and technologies to drive customer experience improvement.
  • A passion for insisting on high standards and a customer-centric mindset.
  • Strong communicator with experience in facilitation across all levels.
Preferred Qualifications:
  • Advanced degree (e.g. MBA or PhD).
  • BA in a Science or Logistics-based discipline, with an analytical, data analysis bias.
  • Knowledge of Lean, Six Sigma, and Kaizen techniques.

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