Are you customer obsessed, smart and analytical, execution focused, hungry and passionate about e-commerce, and with a strong work ethics? If yes, this opportunity will appeal to you.
We are looking for a hands-on, detail oriented and highly motivated Senior Associate for the IN Payment Customer Experience (CX) team, to help drive Customer Experience improvements on Amazon Pay. Our ideal candidate will be a quick learner and be able to work independently. He/she/they should have the ability to identify and transform business needs into actionable insights that drive CX. As a part of the IN Payments CX team, the candidate will be associated with high-impact cross-functional projects and impact CX & influence Product improvements across different Amazon pay products & categories. The position is based in Bangalore.
To be successful in this role you should have superior communication, presentation and organizational skills. Operating in a fast-moving and sometimes ambiguous environment you will work autonomously taking control and responsibility for achieving the objectives of the role. This role provides opportunities to develop original ideas, approaches, and solutions in a competitive and ever changing business climate.
Key job responsibilities
As a senior associate, the candidate will work closely on customer experience program. The candidate will be expected to have a high bar in managing the stakeholders across multiple team within Amazon. The role will cover:
A) Working with program and product managers to identify defects/gaps in customer experience
B) The candidate is expected to analyze existing data sets and identify top customer trust busters
C) The role will closely work with program and product owners across APay to set up mechanisms and achieve CX goals, implement defect reduction program framework , WBR/MBR/QBR/OP documents, goal tracking, reporting and documentation.
D) The candidate will be expected to share customer anecdotes through multiple channels like contact mining/heartbeat dashboards/tableau dashboards etc.
E) As a senior associate embedded in the business team the candidate will have the opportunity to participate and shape program development by employing their technical skills.
F) Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions
G) Ensure data accuracy by validating data for new and existing tools. Learn and understand a broad range of Amazon’s data resources and know how, when, and which to use and which not to use.
A day in the life
To perform your daily tasks, one requires high attention to details, proven ability to manage multiple and competing priorities simultaneously. This is a fast-paced environment where continuous innovation is expected, a superior and crisp verbal/written communication is primary skill and ambiguity is a norm. Bias for action, customer obsession and ownership are some of key leadership principles this role should strive for.
This role requires superior analytical skill set, able to quickly address problems and apply analytical expertise to rapidly solution and deliver. The whole cycle would involve interaction with many teams. Successful candidates must thrive in fast-paced environments which encourage collaborative and creative problem solving, be able to measure and estimate risks, constructively critique peer research, extract and manipulate data across various data marts.
About the team
The IN Payments Customer Experience (PayCX) Team's Vision is to simplify lives by providing best in class experience to our customers and merchants across payment products & services in a cost-efficient manner.
The Customer Experience Team's Mission is to make customers' payment journey fast, friction-free, trusted and convenient across channels by listening intently, deriving deep rooted insights and executing against them relentlessly.- 1+ years of data analytics or automation experience
- 1+ years of capacity planning, operations planning, business analysis or similar experience
- Bachelor's degree
- Knowledge of data pipelining and extraction using SQL
- Knowledge of SQL and Excel at a moderate or advanced level
- Experience with data mining tools like SQL, SAS, SPSS, or similar- Knowledge of SQL/Python/R, scripting, MS Excel, table joins, and aggregate analytical functions
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