We Empower People and Create Economic Opportunity

eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses, and organizations of all sizes.

eBay's strategic vision is to become the best global marketplace for buyers and sellers through a tech-led reimagination of the company. Looking for a purpose-driven company that puts the customer at the heart of everything? A culture that encourages people to think big and be curious, to act with urgency and integrity and to be fearlessly inclusive? That's who we are. If this sounds compelling, join eBay!

Role Overview

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.

About the Role

• 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

Basic Qualifications

• Passionate about creating world-class experiences that build customer loyalty & 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

eBay Inc. 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, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

#LI-JG1

eBay Inc. 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, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes Colorado, Hawaii and New Mexico.

For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement

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