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Customer Insight Manager
Ref No.: 17-01155
Location: Newark, New Jersey
Position Type:Contract
Start Date / End Date: 03/30/2017 to 02/28/2018
Proposed Spec for 11-month contract role (June 2017 – May 2018)

Audible is a subsidiary of Amazon and is the largest producer of audiobooks in the world, serving millions of customers. We are a customer-driven, innovative technology company that strives to make people's lives more interesting. Audible specialises in the spoken experience, providing digital audio editions of books, newspapers and magazines, original programming, and TV and radio subscriptions. Consumers shop, purchase, and download audio content from directly or through their smart phones.[RB1]
Title: Customer Insight Manager (Level 8)
Reporting to: Senior Customer Insight Manager [RB2]
Location: Newark, NJ, USA
Level 8

Job Overview
This position offers the right candidate the opportunity to make a big and immediate impact in the Channels Insight & Intelligence team. This team partners with multiple teams (Content – such as US Originals and Rooftop Productions, Product, Marketing, and Finance) who are dedicated to Channels – Audible's new short-form offering of exclusive Original audio productions and topical playlists. The team is a new addition to the Business Intelligence unit and is seeking to both align with other BI units and also break new ground in combining the value of both primary research and big data (in-app and listening behavioural data) to help Audible successfully launch and grow this short-form service.

The Senior Customer Insight Manager needs an independent, analytical self-starter to take a leading role in supporting Channels Insight activities (such as generating and delivering survey insights, reviewing listening data, and overseeing the Audible online panel experience for Audible members). This candidate will be expected to represent the voice of Customer Insight & Intelligence in meetings with the content, product, and marketing teams and ensure that the team is aligned to create the best approach to address all key business questions.

Sharp problem solving skills, experience with online survey platforms, proven track record of presenting results in an easy-to-follow and actionable way, and a keen understanding of how to make online surveys a positive and rewarding experience for customers are keys to the success of this position.

Key Accountabilities
  • Field and administer online surveys for content testing and other aspects of the business.
  • Analyse data, prepare reports and present results that synthesize survey data & listening data to help ensure the voice of the customer is infused into all Audible products and services
  • To share panel management responsibilities for Audible's online customer panel and to help create a consistently enjoyable and rewarding Audible survey experience
  • Maintain a deep understanding of business drivers and an innate grasp of business metric definitions.
  • As part of the Business Intelligence unit, ensure all customer insight activities maximise all of the unit's capabilities to create the best and most robust approaches to solve key business questions
  • Leverage reporting knowledge to extract targeted datasets from survey data and listening data and to distil insights into the business with clear communications to management

Key Deliverables
  • Lead content pilot testing studies – from start to finish – for Audible Originals and Rooftop productions
  • Lead product testing studies to inform future enhancements
  • Review US Originals Performance metrics and prepare presentations and reports
  • Partner with agencies on custom research projects for US Channels

Basic Qualifications
  • Bachelor's Degree in Social Sciences, Statistics, or similar
  • Passion for customer insight and analysis
  • Experienced at analytical data manipulation on large databases
  • Strong research, analytical/decision making and problem solving skills
  • Strong verbal and written communication skills; ability to effectively communicate complex technical concepts and ideas in a non-technical, simple manner across all levels of the organization
  • Resourceful self-starter with an independent attitude, focus on excellence, and attention to detail
  • Ability to operate in a high-energy, high-intensity and rapidly evolving environment
  • Solid organizational and project management skills are also required along with the ability to work with cross functional teams under aggressive deadlines
  • Working knowledge of database software, Excel, and basic knowledge of SQL and Business Intelligence tools
  • Minimum of 5 years, Preferred 7+ years' experience

Preferred Qualifications
  • Experience with online survey platforms, statistical analysis, and business intelligence tools
This is the UK boilerplate text. [RB1]US Recruiting team to help here.
[RB2]Explore possibility about opening two JD's, or instruct recruiting that we would be open to L9 candidates.