Customer Insights Program Manager

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.

Role Overview:

This role is part of eBay’s Global Consumer Insights (GCI) organization and those with equivalent experience. It works closely with cross-functional teams to turn customer feedback into actionable business insight.
As a CX Program Manager, you will strengthen our customer listening infrastructure and advance our insights capabilities. The role has two core focus areas:
Qualtrics Implementation – Manage and continually improve the Qualtrics solution, encompassing XM Discover, to ensure scalable and high-quality listening programs.
Customer Insights – Transform customer feedback into clear, actionable insights through structured analysis, Tableau dashboards, and executive-ready slide presentations.

You will enable teams across the organization to use customer insight to drive measurable experience improvements.
 

What You Will Accomplish:

Qualtrics Implementation & XM Program Delivery

• Own and optimize the Qualtrics platform (including XM Discover) to support scalable, high-quality CX listening programs

• Develop, build, and enhance surveys and listening posts aligned to enterprise CX strategy

• Configure dashboards, workflows, and integrations to deliver a seamless and actionable user experience

• Analyze structured and unstructured feedback using XM Discover to surface key themes, risks, and opportunities

• Establish and implement governance standards for survey design, data integrity, and global compliance (e.g., GDPR)

• Serve as the main point of contact for Qualtrics, resolving technical issues and enabling teams through training and procedures

Customer Insights & Business Impact

• Analyze customer feedback to identify trends, root causes, and opportunities to improve the customer experience

• Synthesize survey data and text analytics into clear, actionable insights that influence business decisions

• Build and maintain Tableau dashboards to monitor key CX metrics and proactively identify performance shifts

• Translate complex data into compelling, executive-ready presentations and narratives

• Partner with stakeholders to prioritize initiatives, recommend solutions, and track the impact of actions taken

• Champion a customer-first mentality by embedding the voice of the customer into strategic discussions and decisions

What You Will Bring:

• 5+ years of experience in Customer Insights, Voice of Customer (VoC), CX, or related roles

• Deep expertise in Qualtrics (including XM Discover) and experience leading enterprise-level implementations

• Strong analytical and problem-solving skills with the ability to translate data into actionable insights

• Excellent written and verbal communication skills, including building and delivering executive presentations

• Experience working with cross-functional stakeholders in a fast-paced environment, influencing without authority

• Proficiency in Tableau or similar tools for dashboarding and data visualization

• Experience supporting global CX or listening programs at scale preferred

• Background in structured, problem-solving environments (e.g., consulting, strategy, or advisory contexts) preferred

• Relevant certifications (Qualtrics, XM, CCXP) preferred

Additional Details

The base pay range for this position is expected in the range below:

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including RRSP eligibility, various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

This job posting relates to an existing vacancy within 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, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility.

We use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. To learn how we handle your personal data and use AI responsibly, please visit our Talent Privacy Notice, Privacy Center and AI Hiring Guidelines.