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Customer Service Business Analyst (m/f)


Edinburgh, United Kingdom


Our mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

This role can be based in one of our Customer Service sites in Europe.

Amazon's Customer Service (CS) department is seeking an experienced Business Analyst to join our European CS team. Key responsibilities are:
· Understand the various operations across CS
· Identify opportunities for process improvement
· Understand the requirements of stakeholders and map them to data sources
· Design and develop highly available dashboards and metrics
· Own analysis projects end-to-end (project planning, execution, followup).
· Execute high priority (i.e. cross functional, high impact) projects to improve operations performance.
· Independently perform business analysis using tools like SQL, MicroStrategy, and R.


· Degree in a quantitative discipline such as Statistics, Mathematics, Economics, Quantitative Finance or Operational Research, or equivalent professional experience
· At least 5 years of experience working in Business Analysis, Analytics or Business Intelligence.
· Experience of modeling techniques and methods
· Experience in working with databases and SQL in a business environment.
· Demonstrated knowledge of MS Excel
· Demonstrated use of analytical packages and query languages such as SQL and R.
· Prior experience in design and execution of analytical projects.
· Worked extensively in large scale databases and data warehouses.
· Analytical mindset and ability to see the big picture and influence others


· Exposure to software development
· Experience with Apache Hive/Hadoop
· Experience with business case development
· Detail-oriented with aptitude for solving unstructured problems. The role will require the ability to extract data from various sources and to design/construct/execute complex analyses to derive business solutions.
· Ability to apply analytical, computer, statistical and quantitative problem solving skills.
· Strong oral, written and presentation skills combined with the ability to lead group discussions and explaining complex solutions.
· Ability to work effectively in a multi-task, high volume environment.
· Ability to be adaptable and flexible in responding to deadlines and workflow fluctuations.


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