Business Analyst, North America Surface Transportation Customer Experience (NAST CX)
About The Position
Amazon's North America Surface Transportation Customer Experience team is seeking a Business Analyst to support data-driven decision making that improves the delivery experience for millions of customers. In this role, you will be responsible for designing, building, and maintaining analytical frameworks, products, and deep-dive analyses that illuminate customer experience trends, identify root causes of defects, and quantify the impact of product and operational initiatives across our surface transportation network. You will serve as a key analytical partner to Product Managers, Program Managers, and Operations leaders — translating complex transportation and customer data into clear, actionable insights. The ideal candidate is passionate about using data to tell stories, thrives in ambiguity, and is energized by working at the intersection of customer experience and large-scale logistics.
Requirements
- 3+ years of tax, finance or a related analytical field experience
- 3+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
Nice To Haves
- Experience partnering with executive-level leaders to identifying and solving business issues
Responsibilities
- AI-Assisted Analysis: Leverage generative AI tools and large language models (e.g., Amazon Bedrock, Amazon Q) to accelerate data exploration, pattern recognition, and insight generation across large, complex data sets
- Predictive Analytics: Partner with science teams to develop and validate predictive models that forecast customer experience outcomes such as delivery delays, contact rate spikes, and defect trends across the surface transportation network
- Automated Insight Generation: Build and refine AI-assisted workflows that automate recurring analyses, anomaly detection, and narrative summarization to reduce manual effort and accelerate time-to-insight
- AI Tool Evaluation & Adoption: Stay current on emerging AI/ML tools and capabilities; evaluate and champion new AI-powered analytics solutions that can enhance the team's analytical capabilities and decision-making speed
- Data Pipelines: Write and optimize SQL queries across large-scale data sets; build ETL pipelines to automate recurring data workflows
- Scalable Solutions: Identify opportunities to automate manual reporting and analysis processes using AI and scripting tools, improving team efficiency and data reliability
- Cross-Functional Collaboration: Partner closely with Product Managers, Program Managers, Science, Engineering, and Operations teams to provide analytical support for strategic initiatives
Benefits
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
