Business Analyst - Customer Service Data Analytics

Business Analyst, Amazon Customer Service

Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join the team. CS is the heart of Amazon; our vision is to be Earth's most customer-centric company; to build a place where people can come to find and discover anything they might want to buy online.

The successful candidate will be a key member of the Amazon CS Data Analytics Support Hub (DASH).
The team mission is to shape the future of decision making using next generation analytics technologies, insights, and improve the customer experience together with our worldwide (WW) partners under the Quality & Escalations space.

As a Business Analyst, you will translate business problems into actionable business insights. You are an analysis expert who leverages a variety of data platforms and analytical tools to provide a holistic view of the customer experience. You build deep contextual and domain knowledge, ensure data quality and build scalable tools. You effectively communicate findings across a wide range of senior stakeholders.

This position can be located LUX21 or HYD20.

Key job responsibilities
Responsibilities include but are not limited to:
- Translate complex or ambiguous business problem statements into analysis requirements.
- Proactively and independently work with stakeholders to define analytical approach and construct use cases.
- Build knowledge on data and metrics of the wider business for providing the big picture on the customer experience and how it translates into business metrics.
- Solve ambiguous analyses with non-defined inputs and outputs; dive into the heart of the problem and identifies root causes.
- Derive recommendations from analysis that significantly impact a department, create new processes, or change existing processes.
- Work with a variety of data sources and large data sets, pull data using efficient query development and provide a holistic and consistent view of the data.
- Provide insights through basic statistical measures such as hypothesis testing for improvement initiatives.
- Actively drive automation of data requirements by scaling data processes and create self-service tools.
- Communicate complex analytical insights and business implications effectively.
- Actively manage the timeline and deliverables of projects, anticipate risks and resolve issues.

Basic Qualifications

- Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience in financial/business analysis

Preferred Qualifications

- Master's degree in computer science, engineering, mathematics or equivalent
- Experience with AI/ML technologies
- Knowledge of general AI tools

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