Job summary
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 who will support an important customer experience program.
As part of the Concessions team, the Business Analyst will be responsible for
working closely with multiple internal teams & stakeholders to analyze data,
identify trends, deliver compelling and actionable insights, and drive process
improvements. This role requires an individual with excellent understanding of
SQL and query development, good business acumen and the ability to work with
and influence business and program teams. The successful candidate will be a
self-starter comfortable with ambiguity, will have strong attention to detail,
and will be comfortable working in fast-paced and dynamic environment.
The successful candidate can be based in either our Amman (Jordan) or Cairo
(Egypt) offices.
Key job responsibilities
Responsibilities:
* Build and maintain recurring metrics and reports.
* Complete ad hoc data retrieval and analysis using relational databases, Excel and other data management systems to fetch raw data and analyze it to prepare insightful reports.
* Deep dive into the customer experience to find customer defects and improvement opportunities using structured problem solving techniques such as customer journey mapping and Kaizen.
* Plan and execute multiple projects, collaborating cross functionally/geographically.
* Identify trends and opportunities to improve customer experience and reduce costs.
* Draft SOPs, references, policies or new processes to improve the customer experience and/or internal efficiency.
* Support program managers during large scale feature, product and business launches.
* Anticipate risks, resolve issues and initiative corrective actions, which may jeopardize deliverables.
* Track record of tracking, coordinating and supporting multiple tasks or projects using frameworks, mechanisms and techniques. * Standards-focused with a strong ability to establish and maintain standardization and structure within a team. * Excellent written and verbal communications skills w…
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