We are seeking a highly skilled and motivated Senior Data Analyst to enhance our understanding of the customer service experience. This role involves working closely with contact center site operations, operational programs, and various Amazon business partners. Your primary responsibility will be to analyze customer service performance metrics, develop data-driven insights, and communicate recommendations effectively to drive operational improvements.
Key Responsibilities
- Data Analysis & Insights. Translate complex technical analysis into actionable insights. Develop and deliver compelling dashboards and visualizations to provide a clear understanding of metrics and trends.
- Data Storytelling. Create data-driven stories that communicate findings in a simple, engaging manner to stakeholders, including C-suite executives.
- Visualization & Reporting. Design and implement interactive, user-friendly dashboards using tools such as Amazon QuickSight, Tableau, or Power BI.
- Advanced Analytics. Utilize advanced statistical tools (Python, R, SAS) for model building and testing. Apply predictive analytics and experimental design to drive insights.
- Stakeholder Communication. Present complex analyses in a clear, digestible format and provide actionable recommendations to operational leaders.
- Project Management. Lead insights projects, experiments, and continuous improvement initiatives while managing competing priorities effectively.
Basic Qualifications
- Bachelor’s degree in Statistics, Computer Science, or Information Technology.
- Over 5 years of experience in Analytics or Business Intelligence.
- Proficiency in SQL with the ability to write complex queries and manipulate data.
- Expertise in visualization tools (e.g., Amazon QuickSight, Tableau, Power BI).
- Advanced skills in statistical techniques, including regression analysis and model building.
- Excellent organizational, interpersonal, and communication skills.
- Ability to manage multiple priorities in a complex work environment.
Preferred Qualifications
- Master’s degree in Statistics, Computer Science, or Information Technology.
- Experience in e-commerce or analytical transformation projects.
- Experience with predictive analytics, experimental design, and A/B testing.
- Background in Customer Service analytics.
- Familiarity with AWS and Amazon QuickSight.
Why Join Us?
At Amazon, you will have the opportunity to work in a dynamic and challenging environment where your contributions will directly impact the customer experience. Join us and be a part of a team dedicated to pushing the boundaries of data analytics and improving customer service operations on a global scale.
How to Apply. Interested candidates should submit their application through the Amazon careers portal. Ensure your resume highlights relevant experience and qualifications.