Business Analyst, Customer Experience



Full time

Customer Services Careers

Dec 11


Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a Business Analyst, responsible for be responsible for diving deep into customer pain points and delivering improvements to address them.

The successful candidate will work measuring the impact of products/services, and identifying new opportunities for Amazon CS by analyzing business processes and the related data. The Business Analyst will combine masterful analytical skills with an ability to generate rich, clear and actionable insights for business leadership consumption. They will excel at diving into data and customer feedback to identify root causes, process gaps and customer-impacting defects. They will have a relentless appetite for using analytics and insights to solve problems.

Job Responsibilities

  • Enable effective decision making by retrieving and aggregating data from multiple sources, and compiling it into a digestible and actionable format.
  • Put on a thinking cap to conduct deep- dives and drive insights which enable improvement in the business and product metrics.
  • Quantitative and qualitative analysis into operational and customer experience trends, outliers and defects, to identify drivers and opportunities to improve.
  • Charting and graphing of data for reporting purposes.
  • Translate data into actionable insights.
  • Produces high quality weekly, monthly, quarterly and ad-hoc reports of key customer experience metrics and goals.
  • Continuous evolution of our reporting, analytics and insights generation capability to spot new customer pain points, contact drivers and defect signals.
  • Completes studies and produces insights documents that are presented to senior leadership.
  • Drives automation of manual reports to increase efficiency of report generation and consumption.
  • Liaises with data warehouse teams to onboard new data sources and metrics, and resolves data quality issues.

Basic Qualifications

  • Bachelors’ degree in Statistics, Computer Science, Mathematics, Information Technology or a related field.
  • At least one year of experience working in Analytics or Business Intelligence environment, for a B2C organization.
  • Advanced/Masterful SQL experience, ability to write complex queries from scratch from multiple tables, creating the appropriate joins, extracting and manipulating data, formatting fields, creating new measures and metrics, etc.
  • Comfortable working in complex data and reporting landscapes. Comfortable understanding, using and analyzing business metrics and KPIs.
  • Excellent data-driven storytelling skills. Ability to translate technical aspects of analysis and metrics into actionable insights.
  • Working experience with visualization tools (Tableau, Power BI, or Amazon QuickSight etc.), and creating insightful and scalable dashboards and reports.
  • Ability to effectively manage competing priorities in a complex work environment, focusing on high-value activities. Excellent organizational skills and ability to manage multiple priorities which could change at any time.
  • Experience working with databases, data mining techniques, data warehousing and data modelling in a business environment.
  • Excellent organizational, interpersonal, and communication skills (both written and verbal).

Preferred Qualifications

  • Experience in e-commerce, retail, telecommunication or customer service industries.
  • Experience in predictive analytics, experimental design, A/B testing.
  • Experience in AWS and Amazon QuickSight.
  • In depth understanding of advanced statistical techniques and methodologies as well as simple linear regression analysis, multivariate regression analysis and model building.
  • Fluency with an advanced analytical tool (Python, R, SAS, etc.) - ability to run advanced statistical modeling and testing in one of the above languages.

* Amazon is an equal opportunity employer*

* Amazon is an equal opportunity employer*

Company - Nuqtat Al Taknalojia

Job ID: A1845165

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