Senior Customer Experience Analyst for Amazon Pay

2 weeks ago


Bengaluru, Karnataka, India myGwork Full time

This role provides an opportunity to develop original ideas, approaches, and solutions in a competitive and ever-changing business climate with myGwork, an inclusive employer.

Job Description

We are looking for a detail-oriented and highly motivated Senior Associate for the IN Payment Customer Experience (CX) team to drive Customer Experience improvements on Amazon Pay. The ideal candidate will be a quick learner and able to work independently, identifying and transforming business needs into actionable insights that drive CX.

The position is based in Bangalore and involves working closely with program and product managers to identify defects/gaps in customer experience. You will analyze existing data sets to identify top customer trust busters and implement defect reduction programs, setting up mechanisms to achieve CPT goals.

You will share customer anecdotes through multiple channels like contact mining/heartbeat dashboards/tableau dashboards etc. As a senior associate embedded in the business team, you will have the opportunity to participate and shape program development by employing your technical skills.

Key Responsibilities:

  • Work with program and product managers to identify defects/gaps in customer experience
  • Analyze existing data sets to identify top customer trust busters
  • Implement defect reduction programs, setting up mechanisms to achieve CPT goals
  • Share customer anecdotes through multiple channels
  • Participate and shape program development by employing your technical skills
Requirements

To succeed 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.

BASIC QUALIFICATIONS:

  • 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

PREFERRED QUALIFICATIONS:

  • Knowledge of SQL/Python/R, scripting, MS Excel, table joins, and aggregate analytical functions

The estimated salary for this role is ₹8.5 lakh - ₹12.5 lakh per annum based on industry standards and location.



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