Laura Cawley

About Laura Cawley

I am a Customer Insights Manager who owns the development of end-to-end Customer Experience (CX) and VOC programs. With a background in Market Research and Product Research, I am passionate about driving business success through impactful analytics and expert storytelling. I am committed to delivering innovative solutions that meet the needs of customers and stakeholders. I am a subject matter expert in research strategy and execution, managing complex projects and stakeholder relationships.I have a solid background in market research consulting and a deep understanding of the end-to-end research project execution process. I also have experience coaching research teams and intervening in strategic client and stakeholder discussions, consistently ensuring optimal project outcomes. My success in developing and rolling out multiple internal training programs has provided thousands of associates with high-quality and consistent insights.

Experience

1. Customer Insights Manager

   Amazon

   Nov 2023 — Present · Seattle, WA, US

   Developed and Launched Customer Insights Program: Built an end-to-end Customer Insights program for Amazon Freight, delivering actionable, data-driven insights that informed strategic decision-making across Product, Sales, Marketing, and Operations.• Fostered Cross-Functional Research Collaboration: Established a research-driven culture within a dynamic startup environment, collaborating with key stakeholders to integrate customer research as a core driver for business decisions.• Led Business Transformation Initiatives: Spearheaded major business improvements, including a Customer Support function overhaul that led to a 20% boost in customer satisfaction and a 10% reduction in support calls within six months. Utilized insights to prioritize UX/UI enhancements, optimize sales processes, and customize marketing strategies.• Managed Vendor Relationships and Research Quality: Oversaw research vendor partnerships, ensuring outputs were aligned with business objectives by supplementing findings with additional data analysis and crosstabs.• Implemented Continuous Improvement Programs: Designed and executed surveys and customer interviews, tracking feedback and reducing churn through ongoing customer experience optimization efforts.• Delivered Strategic Insights to Leadership: Presented comprehensive findings to executive teams, driving critical improvements and ensuring data-backed strategies guided business decisions.• Built Scalable Insights Framework: Successfully launched a scalable program with limited resources, championing data governance and establishing centralized data storage, which improved operational efficiency and facilitated outcome tracking.

Education

• Université de Caen Basse Normandie

  French Studies

  2007 — 2007

• Université Paris Cité

  Master of Science (M.Sc.), Economics and Psychology

  2013 — 2015

• University of North Texas

  Bachelor's degree, Psychology and French

• Université Sorbonne Nouvelle (Paris III)

  Diplôme universitaire d'études français, Français langue étrangère

  2012 — 2013

• University of Paris I: Panthéon-Sorbonne

  Master of Science (M.S.), Economics and Psychology

  2013 — 2015

Skills

• Social Media
• Quantitative Research
• Teaching
• Market Research
• Microsoft Office
• French
• Enseignement
• Stata
• Parler En Public
• Research
• Microsoft Excel
• Powerpoint
• Recherche
• Employee Training
• English
• Qualitative Research
• Microsoft Word
• Internal Audit
• Spss
• Customer Service
• Psychology
• Economics