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Business Analyst, Customer Experience Strategy

Business Analyst, Customer Experience Strategy

Job ID 
Posted Date 
Amazon (China) Holding Company Limited
Position Category 
Project/Program/Product Management--Non-tech
Recruiting Team 

Job Description

Are you Customer obsessed and eager to propose opportunities and influence business decisions to improve the Consumer and Seller experience across our different Amazon businesses? Amazon is looking for an experienced, talented and highly motivated individual to joinour China Customer Experience Strategy team in Beijing.

As a Business Program Manager you will own and contribute to programs that measure Amazon’s end-to-end experience. You will drive programs across multiple product lines (e.g. media, consumer electronics, apparel, etc.), geographies and departments (Retail, Marketplace, Digital, etc.), partnering with senior business leaders in developing programs and following-up on actionable findings. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly build your skillset and address new challenges.
You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. If this role is right for you, you will be excited about the opportunity to be our Customer’s advocate and influence their experience on Amazon!
Your responsibilities will include:
· Manage ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify significant insights that help Amazon improve our customer experience
· Program Management: Lead large and complex programs, including: scope alignment with local and international business leaders, design, data collection, data analysis, recommendations and presenting results to senior management worldwide
· Stakeholder management: Work with business teams to understand their priorities and collaborate with them on programs and actions to improve our customers’ experience
· Team: Support hiring and onboarding of new team members and contribute to our high performing culture
· Share best practices and results: Drive continuous improvement for our global team; Partner with colleagues across the globe to identify areas for collaboration and standard methodologies
The right candidate will:
· Have a passion for continuously improving customer experience
· Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
· Have significant creativity and excellent business judgment
· Have a strong sense of urgency and commitment
· Be self-starter and an independent thinker who follow-ups on responsibilities in a timely manner while also a strong team player
· Be a problem solver who always thinks about what to do next
· Have excellent analytical capability
· Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment

Basic Qualifications

· At least 5 years of experience or master’s degree and 3 years of experience or an equivalent combination of education and experience
· Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
· Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions
· Strong oral and written English and communication skills (including experience reviewing results with senior management and working in a global team setting)
· Excellent English writing skills; able to produce and finalize complex documents

Preferred Qualifications

· Experience in an international work environment in areas such as management consulting, internet, technology, retail, consumer goods or research firms
· Advanced degree (e.g. MBA) preferred