Business Intelligence Engineer , Amazon Customer Service
About The Position
We are the Customer Experience Improvement Data and Analytics (CXIDA) team — the central analytics hub for Amazon's Customer Experience Improvement (CXI) organization. We build the foundational data infrastructure, standardized metrics, and intelligent tools that power how Amazon understands and improves customer experience at global scale. 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
- sign-on payments
- restricted stock units (RSUs)
- 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
Education Level
No Education Listed
