Senior Business Analyst, Amazon Customer Service - Amazon

Description Do you want to work hard, have fun, and make history? Do you think fast, dive deep, and get things done? Are you passionate about solving large scale customer and business problems through insightful analytics and automation? Do you aspire to bridge the gap between analytics and product? The Customer Service Worldwide Defect Elimination (WWDE) team seeks a highly skilled and detail-oriented Sr. Business Analyst with experience in business reporting, cost/benefit analysis, product performance measurement, and analytics automation. As a Sr. Business Analyst, you will play a pivot role in shaping our product strategy and how best to serve customers. Key job responsibilities In this role, you will partner closely with key stakeholders in the WWDE Product and Tech org to dive deep into voice of customer (VoC) feedback, business challenges, and performance data to unearth crucial insights. You will partner closely with product and program managers to translate user and customer feedback into actionable insights that guide customer experience (CX) improvements as well as guide feature development across a suite of WWDE products. You will develop new, scalable ways to measure the business impact of key investments, processes, and product features used by tens of thousands of Amazonians. You will work backward from customers and users to design and deliver analytics-embedded products and tooling that can be automated and scaled globally. You are expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. This position has a high degree of visibility, so you will need to be able to communicate insights and actions, including the 'so what,' clearly and compellingly at all levels of the company. You should have a positive attitude, collaborative work style, and strong work ethic; you will work fast and smart, and adapt and iterate quickly. A day in the life On a daily basis, you will partner closely with program and product leads to drive visibility and maximize ROI across key initiatives within WWDE. You will contribute to weekly and monthly business reviews, drive product feature trade-off decisions, and lead performance measurement efforts. You will also have the opportunity to contribute to product strategy and delivery, monthly roadmap reviews, and organizational goal setting. If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply! Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan Basic Qualifications - 5+ years of business or financial analysis, product costing, procurement, or a quantitative role experience - 3+ years of writing SQL queries and creating business intelligence reports using Tableau, Power BI experience - Experience defining requirements and using data and metrics to draw business insights - Experience making business recommendations and influencing stakeholders - Experience with QuickSight dashboard and visual creation - Experience with Excel - Experience with SQL - Bachelor's degree Preferred Qualifications - Master's Degree in Business/Engineering/Analytics/Applied Science - Experience in building and driving adoption of new tools - Experience building Machine Learning or AI services or products Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,400/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.