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Business Intelligence Engineer , Amazon Customer Service

Amazon

Seattle, WA

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JOB DETAILS
SKILLS
Amazon Elastic Compute Cloud (EC2), Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Analysis Skills, Artificial Intelligence (AI), Automation, Business Intelligence, Customer Experience, Customer Support/Service, Customer/Client Research, Data Analysis, Data Management, Data Mining, Data Modeling, Data Processing, Data Quality, Data Sets, Data Visualization, Data Warehousing, Database Extract Transform and Load (ETL), Instrumentation, Interface Programming Languages, Leadership, MATLAB, Metrics, NoSQL, Operations Planning, Oracle, Organizational Development/Management, Performance Metrics, Process Improvement, Process Modeling, Product Engineering, Prototyping, Python Programming/Scripting Language, R Programming Language, Reporting Dashboards, Resolve Customer Issues, Root Cause Analysis, SQL (Structured Query Language), Scalable System Development, Scorecarding, Scripting (Scripting Languages), Standards Development, Statistical Analysis System (SAS), Statistics, Strategic Analysis, Tableau, Team Player
LOCATION
Seattle, WA
POSTED
9 days ago
Description How do we measure and improve the experience of hundreds of millions of Amazon customers across every step of their journey - from placing an order to receiving a delivery to resolving a return? How do we turn fragmented signals into a single source of truth that drives real change? 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. 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. Key job 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 A day in the life As a Business Intelligence Engineer on the CXIDA team, start your morning reviewing the health of data pipelines that power our KPI Hub, then shift focus to summarize return defect for a Business Review. After lunch, you could be prototyping an LLM-driven deep dive that helps journey teams identify root causes of contact spikes without filing manual data requests. You'll end the day collaborating with teammates for next iteration of our central data model. About the team The CXIDA team is the strategic analytics hub for Amazon's Customer Experience Improvement organization. Our mission is to deliver unified, actionable data and intelligence that drives measurable improvements in customer experience across all journeys. Together we build everything from executive scorecards to AI-powered insight bots. We believe in building once and deploying everywhere, automating over manual effort, and enabling platforms rather than delivering one-off analyses. We value intellectual curiosity, learn from diverse perspectives, and invest in each other's growth. You'll join a collaborative group that's shaping how Amazon understands and improves the customer experience at a global scale. Basic Qualifications - 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 Preferred Qualifications - 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 Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, TN, Nashville - 94,600.00 - 160,000.00 USD annually USA, WA, Seattle - 99,500.00 - 160,000.00 USD annually

About the Company

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Amazon

INDUSTRY
Other/Not Classified

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