Senior Contact Experience Analyst

Senior Contact Experience Analyst

3-6 years
Not Specified

Job Description

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. A critical part of this is delivering a best in class contact experience - the experience customers receive when they contact Amazon Customer Service. To achieve this, we are looking for a Sr. Contact Experience Analyst to join our Middle East Customer Service team.

The Sr. Contact Experience Analyst is responsible for using data to identify defects and improvement opportunities, and is responsible for generating clear and actionable business insights. The role will be an individual contributor, but will be required to work cross functionally to deliver improvements to the contact experience, using their exemplary influencing and stakeholder management skills.

The ideal candidate will combine a hands-on analytical ability with an obsession for fixing defects and improving processes. They will have a relentless appetite to drive meaningful change through the insights they generate. They will be passionate about data, continuous improvement and customer experience. They will be an effective communicator who thrives in generating and presenting CX and business insights in a complex, ambiguous and dynamic environment.


  • Bachelor's degree
  • Background in business analysis, CX insights, continuous improvement, process improvement roles
  • 3+ years of experience in program or project management, process improvement or continuous improvement roles
  • 3+ years of experience delivering cross-functional projects that improve customer experience
  • Comfortable working with large sets of complex data and turning them into clear and actionable insights
  • Experience in deep dive techniques and tools such as Gauge R&R, Pareto, Five Whys and Regression
  • Experience interrogating, manipulating and deriving insights from quantitative and qualitative data
  • Advanced Microsoft Excel skills
  • Familiarity with data visualization tools, such as SQL skills, Tableau, MicroStrategy or Power BI.
  • Superior verbal and written communications skills are a must, as well as the ability to work effectively on a cross-functional basis with operational and program teams.
  • Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines


  • Experience working in a continuous improvement environment in a Customer Service, Customer Experience or Service Delivery context
  • Advanced SQL experience - ability to build complex queries
  • Lean / Six Sigma practical experience and certification

.. Amazon is an equal opportunity employer..

Job Details

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About Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to to research and develop technology that improves the lives of shoppers and sellers around the world.

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