Business Analyst, Amazon Customer Service

Job ID: Amazon EU SARL (UK Branch) - D67

Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join the team. CS is the heart of Amazon; our vision is to be Earth's most customer centric company; to build a place where people can come to find and discover anything they might want to buy online.

The successful candidate will be a key member of the Amazon CS Data Analytics Support Hub (DASH). The team mission is to shape the future of decision making using next generation analytics technologies, insights, and improve the customer experience together with our worldwide (WW) partners under the Quality & Escalations space.

As a Business Analyst, you will translate business problems into actionable business insights. You are an analysis expert who leverages a variety of data platforms and analytical tools to provide the holistic view of the customer experience. You build deep contextual and domain knowledge, ensure data quality and build scalable tools, and effectively communicate findings across a wide range of senior stakeholders.

This position can be located LUX21 or LHR16.

• Translate complex or ambiguous business problem statements into analysis requirements.
• Proactively and independently work with stakeholders to define analytical approach and construct use cases.
• Build knowledge of data and metrics of the wider business to provide the big picture of the customer experience and how it translates into business metrics.
• Solve ambiguous analyses with non defined inputs and outputs; dive into the heart of the problem and identify root causes.
• Derive recommendations from analysis that significantly impact a department, create new processes, or change existing processes.
• Work with a variety of data sources and large data sets, pull data using efficient query development and provide a holistic and consistent view of the data.
• Provide insights through basic statistical measures such as hypothesis testing for improvement initiatives.
• Actively drive automation of data requirements by scaling data processes and create self service tools.
• Communicate complex analytical insights and business implications effectively.
• Actively manage the timeline and deliverables of projects, anticipate risks and resolve issues.

• Experience in Excel (including VBA, pivot tables, array functions, PowerPivot, etc.) and data visualization tools such as Tableau.
• Bachelor's degree or equivalent.
• Experience defining requirements and using data and metrics to draw business insights.
• Experience with Excel.
• Experience with SQL.
• Experience in financial/business analysis.

• Master's degree in computer science, engineering, mathematics or equivalent.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice () to know more about how we collect, use and transfer the personal data of our candidates.

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.