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Analytics Specialist, Customer Experience
About the job
Description
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 an Analytics Specialist, responsible for diving deep into customer pain points and delivering improvements to address them. They will manage, maintain and own the Customer Experience (CX) reporting suite for the customer experience team, and will play a critical role in reporting, analysis and generating insights across the CX lifecycle.
The Analytics Specialist 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.
Key job responsibilities
Builds reporting suite of dashboards, reports and queries for business-critical assignments.
Builds, maintains and improves the entire reporting portfolio and upholds data quality and continuity.
Tracks and reports key metrics across all stages of the customer lifecycle. Understands positive and negative trends and provides callouts to leadership on a regular basis.
Continuous evolution of our reporting, analytics and insights generation mechanisms to spot new customer pain points, contact drivers and defect signals.
Quantitative and qualitative analysis into operational and customer experience trends, outliers and defects, to identify drivers and opportunities to improve.
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 improvement, for a B2C organization.
Advanced SQL experience, ability to write complex queries from scratch from multiple tables, creating 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.
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.
Excellent organizational, interpersonal, and communication skills (both written and verbal).
Preferred Qualifications
Experience in e-commerce, retail, telecommunication or customer service industries.
Experience with visualization tools (Tableau, Power BI, or Amazon QuickSight etc.), and creating insightful and scalable dashboards and reports.
Understanding of statistical techniques and methodologies as well as simple linear regression analysis, multivariate regression analysis and model building.
Company - Nuqtat Al Taknalojia
Job ID: A2304401
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