TR CS Senior Business Analyst (m/w/d)
Amazon.com
Luxembourg, LU
il y a 8j

At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online.

Amazon’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA.

We hire the world’s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.

We do this every day by solving complex technical and business problems with ingenuity and simplicity.

Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join the TR customer services team and concentrate on process defects specifically concessions.

The role will be responsible for providing analysis and deep dives to support the TR Customer Service team in driving process improvements.

The ideal candidate will be comfortable in a fast-paced, multi-tasked environment; will be technically savvy; and be a creative and analytical problem solver with an obsession for excellent Customer Service.

As a Business Analyst, you will work with the operational leadership team to translate the department’s strategy into specific roadmaps, identify key performance indicators, scope and deliver metrics for measuring progress and become established as the subject matter expert.

You will ensure that the strategy is adapted and modified to be measurable in terms of customer outcomes. As you operate within a complex space, you will develop and implement standards, processes, models and technology needed to reduce customer effort and develop and produce reporting and analysis that enable customer service leaders to take action on your recommendations.

Overall Responsibilities Include :

  • Partner with the Customer Service Leadership to identify opportunities for financial and operational process improvements.
  • Lead the preparation of presentations to senior management.

  • Partner with Retail, Transportation and other business teams to drive optimal cross functional decisions and improvement opportunities
  • Analyse metrics, key indicators and other available data sources to discover root causes of process defects
  • Create actionable items out of findings to drive improvement in customer experience through enhanced training requirements, performance management strategies, content creation, help pages, and other customer facing interactions
  • Scope, document and submit requirements for systems changes, backed up by business case and impact analysis
  • Ensure timely and accurate performance metrics are created and maintained, with trend and variance analyses. Perform ad-
  • hoc data analysis in support of projects and initiatives.

  • Utilise forecasting techniques to produce long term outlooks; partner in creation of CS Goals around key operational metrics.
  • Degree in mathematics, statistics, economics, computer science, engineering or other related fields

  • 3+ years of direct experience in quantitative research or analyses
  • 3+ years in program / project management
  • Advanced Excel and SQL skills
  • Fluent in Turkish and English (Writing & Oral communication)
  • Strong analytical skills including broad knowledge of basic statistics and statistical interpretation of quantitative data
  • Excellent communication skills to share findings in an understandable and actionable manner
  • Strong visualization skills to present complex data sets into synthesized conclusions
  • Proven ability to work independently in a fast-paced environment
  • Experience working with SPSS, SAS or other statistical software packages
  • German language desirable
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