Senior Customer Insights Manager, Customer Experience

Zappos is looking for a customer obsessed Customer Insights Analyst to join the Customer Analytics organization. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data-driven insights. The candidate will have a strong understanding of ecommerce KPIs, customer journeys, and segmentation strategies that span the full customer lifecycle. The right candidate will have the analytical skills to answer strategic questions that are complex, dynamic, and not always clearly defined. The candidate must possess strong technical skills, including proficiency in SQL, data analysis tools, and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them, and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Lifecycle Marketing, Finance, Data Engineering, and other cross-functional partners. This position sits within the Customer Experience organization.

Key job responsibilities
Own the development and of Zappos customer segmentation frameworks spanning value, behavior, lifecycle stage, and engagement patterns. Execute rigorous deep dives into segment performance to surface insights and identify early signals of momentum or risk.
Translate customer intelligence into actionable strategies across lifecycle marketing, discovery, and acquisition targeting that measurably improve customer lifetime value. Test incrementality through holdout studies and iterate based on measured impact rather than correlation-based reporting.
Develop and track key customer metrics and KPIs to measure the effectiveness of customer strategies.
Maintain ongoing reporting and develop capabilities to answer ad-hoc business questions with speed and accuracy
Build scalable analytical infrastructure in partnership with Data Engineering to support ongoing and evolving customer analytics needs
Support incrementality measurement by interpreting tests and holdout results to assess whether strategies are driving incremental customer value.
Partner closely with Lifecycle Marketing to optimize customer communication strategies and segment-specific experiences across all channels
Partner with Finance for customer forecast and scenario planning, providing analytical inputs that support business planning and investment decisions
Support incrementality measurement by interpreting tests and holdout results to assess whether lifecycle marketing strategies are driving incremental customer value

About the team
The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV.