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Business Intelligence Engineer , Amazon Customer ServiceAmazon • Seattle, Washington, United States
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Business Intelligence Engineer , Amazon Customer Service

Amazon
  • US
    Seattle, Washington, United States
  • US
    Seattle, Washington, United States
Postuler Maintenant

À propos

Business Intelligence Engineer , Amazon Customer Service Job ID: 10423295 | Amazon.com Services LLC
Customer Experience Improvements (CXI) is a team within Amazon Customer Service that works to improve the experience of hundreds of millions of Amazon customers across every step of their journey. We build the foundational data infrastructure, standardized metrics, and intelligent tools that power Amazon’s understanding and improvement of customer experience at a global scale.
Key Responsibilities
Design, build, and maintain scalable data pipelines and ETL processes that integrate data across multiple customer journey touchpoints, including delivery, returns, refunds, and pre‑order systems.
Develop and operationalize standardized KPIs (e.g., Perfect Delivery Rate, Click‑to‑Deliver, Promotional Error Rate) across customer journeys, ensuring consistent measurement and trusted reporting for business reviews.
Build and enhance executive dashboards and self‑service analytical tools that provide real‑time visibility into customer experience metrics for leadership and journey pod teams.
Contribute to AI and LLM‑powered analytics solutions, including automated insight generation and natural language interfaces for data exploration.
Partner with product managers, data engineers, and scientists across CXI pillars to translate business questions into analytical frameworks and deliver actionable insights.
Support experimentation measurement by contributing to standardized Weblab impact frameworks, including instrumentation, statistical analysis, and reporting.
Participate in building and extending the central data model to consolidate disparate data sources into a unified, governed layer that eliminates redundancy and ensures data integrity.
A Day in the Life Start the morning reviewing the health of data pipelines that power our KPI Hub, then shift focus to summarizing return defect for a Business Review. After lunch, prototype an LLM‑driven deep dive that helps journey teams identify root causes of contact spikes without filing manual data requests. End the day collaborating with teammates on the next iteration of our central data model.
About the Team CXI uses voice of the customer signals across all Amazon Stores products, services, and customer interactions to influence and design improvements within Customer Service and across multiple upstream partner teams. We work to build single sources of truth that enable data‑driven decision making at scale.
Basic Qualifications
3+ years of analyzing and interpreting data with Amazon Redshift, Oracle, NoSQL, or similar technologies.
Experience with data visualization tools such as Tableau, QuickSight, or comparable software.
Experience with data modeling, warehousing, and building ETL pipelines.
Proficiency in statistical analysis packages (e.g., R, SAS, MATLAB).
Strong SQL skills for querying databases or data warehouses and scripting experience in Python for data processing and modeling.
Preferred Qualifications
Experience with AWS services such as EC2, DynamoDB, S3, and Redshift.
Experience in data mining, ETL, and working with large‑scale, complex datasets in a business environment.
Broad experience in the data/BI space.
Benefits & Compensation The base salary range for this position is $99,500.00 – $160,000.00 USD annually (USA, WA, Seattle). Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits, including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans), Employee Assistance Program, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at Amazon Benefits .
EEO Statement Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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  • Seattle, Washington, United States

Compétences linguistiques

  • English
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