Business Intelligence Engineer , Amazon Customer Service

Amazon • Seattle, WA

42d • $99,500 - $160,000 • Onsite

About The Position

Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to improve experience across all customer journeys. We do this through voice of the customer signals across all Amazon Stores products, services, and customer interactions. This voice of the customer enables us to influence and design improvements within Customer Service and across multiple upstream partner teams who own the products that impact customer experience. We build the foundational data infrastructure, standardized metrics, and intelligent tools that power how Amazon understands and improves customer experience at global scale. If you're looking to work on problems that directly impact hundreds of millions of customers and drive measurable outcomes, this is the team.

We are looking for a Business Intelligence Engineer (BIE) who is passionate about using data to solve customer problems. In this role, you will build the instrumentation, metrics frameworks, and analytical solutions that enable CXI teams to measure customer experience across all major journeys — including Delivery Experience, Returns & Refunds, Pre-Order, Payments, and Self-Service Automation. You'll develop scalable data products, contribute to AI-powered insight generation, and partner with product managers and engineers to translate customer pain points into data-driven action. The right candidate is curious, technically strong, and motivated by the opportunity to build systems that make a tangible difference in customers' lives.

Requirements

• 3+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL etc. experience
• Experience with data visualization using Tableau, Quicksight, or similar tools
• Experience with data modeling, warehousing and building ETL pipelines
• Experience in Statistical Analysis packages such as R, SAS and Matlab
• Experience using SQL to pull data from a database or data warehouse and scripting experience (Python) to process data for modeling

Nice To Haves

• Experience with AWS solutions such as EC2, DynamoDB, S3, and Redshift
• Experience in data mining, ETL, etc. and using databases in a business environment with large-scale, complex datasets
• Experience in the data/BI space

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 (Page 0, xBR) 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 five 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 — consolidating disparate data sources into a unified, governed layer that eliminates redundancy and ensures data integrity

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed