Data Science Analyst (NLP)

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

About eBay

At eBay were more than a global eCommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets committed to pushing boundaries and shaping the future of eCommerce for enthusiasts. Our customers are our compass authenticity thrives bold ideas are welcome

and everyone can bring their unique selves to work every day.

Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

About the Role

The Customer Service Science team partners closely with Global Customer Experience (GCX) stakeholders to enable data-driven decision-making and drive the success of eBays customer service organization.

The Business Performance Analyst plays a vital role in transforming complex data into actionable insights that drive improvement across our customer service ecosystem. Working collaboratively with cross-functional teams you will develop interactive tools deploy AI-based solutions and design impactful reports and dashboards to monitor analyze and enhance business performance. Your work will help us deeply understand performance trends spot issues early and uncover opportunities that deliver measurable value to our customers and business. This is a Global role supporting a Global team.

Key Responsibilities

Build and maintain dashboards reports and performance tracking tools using platforms such as Tableau Looker and SQL

Design and deliver future state reporting infrastructure for customer service

Leverage AI technologies and Large Language Models (LLMs) to augment analysis and insight generation

Analyze customer service and business data to assess current business

performance uncover trends and identify root causes for successes or areas needing improvement

Conduct deep dives into specific aspects of customer experience including process analysis and performance investigations

Collaborate with stakeholders to understand requirements translate business needs into technical solutions and deliver insights that support decision-making

Present findings and recommendations clearly to both technical and non-technical audiences

Continuously improve analytical solutions and workflows to increase efficiency and accuracy

Stay informed of best practices emerging technologies and industry benchmarks relevant to customer experience analytics

Additional Requirements

This role operates in a hybrid work model.

Flexibility to attend late evening meetings (audio/video conferences) with U.S. or Europe-based teams and to occasionally respond to emails or complete tasks during late evenings.

What We Expect From You

Bachelors degree in Business Analytics Engineering Computer Science

Economics Statistics Mathematics or a related quantitative field.

Masters degree or MBA preferred.

4 years of experience in analytics business performance data science or a related field.

Strong analytical skills including proficiency with SQL for data extraction and manipulation

Hands-on experience with business intelligence tools such as Tableau and Looker

Basic to intermediate Python skills for analysis automation and data transformation

Exposure to AI tools and LLMs with the ability to integrate these into practical business analysis

Strong problem-solving skills with the ability to think critically and independently

High attention to detail comfortable managing multiple projects and deadlines

Proactive approach to identifying business opportunities and performance risks

Excellent communication skills with the ability to translate technical findings into business insights for non-technical audiences and the ability to tell stories not just present data

Experience working in a fast-paced cross-functional environment.

An eagerness to learn experiment with new technologies and adapt to business needs

Collaborative mindset working effectively across different teams and with

stakeholders at various levels

Commitment to fostering a positive customer-focused culture through data-driven decision making

Experience working with customer service / contact centre data an advantage

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eBay 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 you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.

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