Program Engineer, Customer Experience and Business Trends
Amazon
DESCRIPTION
Are you a strategic thinker with a passion for technology and customer-centric innovation? Do you thrive in ambiguity, excel at structuring complex problems, and have a proven track record in both hands-on coding and high-impact consulting? Amazon is seeking a uniquely skilled Program Engineer to join our dynamic Customer Experience strategy team within Customer Experience and Business Trends. This role is ideal for someone who combines deep technical expertise with an understanding of business strategy and customer experience.
As a Program Engineer, you will work at the intersection of engineering, strategy, and customer experience to help our company deliver world-class experiences for our customers. You’ll leverage your experience in both technical development and business strategy to drive initiatives from ideation through launch, using artificial intelligence and advanced analytics to co-create innovative solutions.
Key job responsibilities
• Lead, large complex studies: Design and build proof of concept experiments based on common customer use cases to evaluate the end-to-end customer experience. Own the full study lifecycle, including scoping, design, data collection and analysis, and presenting a comprehensive written narrative of insights and recommendations to senior leadership to drive improvements to Amazon customer experience.
• Manage ambiguity by integrating technology and strategy: Independently take steps necessary to understand complex technologies and customer use cases across a variety of customer personas and product categories to produce meaningful insights that drive improved customer experience. Apply your tech and strategy consulting experience to align technical solutions with business goals and customer experience metrics.
• Stay up to date on customers and future customer trends: Stay connected to customer trends, needs, and pain points in the cloud space. Continuously absorb and share knowledge about the latest product and scientific developments related to GenAI
• Drive AI-powered innovation for our customers: Identify opportunities to leverage artificial intelligence and machine learning to enhance and personalize customer experiences. Design and build proof of concept experiments that best describe the experience of the customer experiences powered by ML. Own prototyping, testing, validation, and continuous improvement.
• Operational efficiencies: Code your way out of simple challenges, using tools to develop prototypes, automate processes, and validate hypotheses. Continuously innovate and improve processes to optimize efficiencies.
• Communicate and collaborate with stakeholders: Communicate complex technical and strategic concepts clearly to both technical and non-technical stakeholders. Work with internal technical stakeholders (e.g., technical product managers, software developers, solution architects, customer/user experience researchers, product designers, operations, customer service) to execute studies and work cross-functionally with peers/colleagues globally to support training, best practices, and shared opportunities
About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understand and improve customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).
Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team made up of diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.