Business Analyst – Customer Service

About the role

Amazon Customer Service is looking for a Business Analyst to turn data into actionable insights that improve the experience of millions of customers. You will work with cross‑functional teams to analyse processes, build dashboards and support data‑driven decision‑making.

Key responsibilities

• Analyse business processes and workflows to identify inefficiencies and optimisation opportunities.
• Gather and document requirements from stakeholders across Customer Service operations.
• Create reports, dashboards and visualisations to communicate insights to leadership.
• Perform data analysis using SQL, Excel and other analytical tools.
• Support the implementation of solutions that increase efficiency and customer satisfaction.

Required profile

• Advanced knowledge of Microsoft Excel (pivot tables, macros, VBA, index/match, VLOOKUP, data links).
• Proficiency in SQL and experience writing complex queries across multiple datasets.
• Familiarity with data‑visualisation tools such as Amazon QuickSight, Tableau or Power BI.
• Understanding of ETL and data‑warehouse concepts.
• Experience with large‑scale data sets and financial/business analysis.
• Basic descriptive statistical methods.

Required skills

• Microsoft Excel
• SQL
• VBA/macros
• Data visualisation (QuickSight, Tableau, Power BI)
• ETL/DW concepts
• Descriptive statistics

What we offer

• Opportunity to influence decisions that affect millions of customers worldwide.
• Collaboration with diverse teams across a global organisation.
• Competitive benefits and a culture that values diversity and inclusion.