Business Analyst, Amazon Customer Service

Amazons 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 Earths 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.

- Experience in Excel (including VBA pivot tables array functions power pivots etc.) and data visualization tools such as Tableau
- Bachelors 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

- Masters degree in computer science engineering mathematics or equivalent
- Experience with AI/ML technologies
- Knowledge of general AI tools

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.