Customer Experience Analyst, GAR Customer Experience
- Amazon
- 5 - 10 years
- Hyderabad
- 3 days ago
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Job Description
Are you interested in a role that challenges both your creative skills and consulting capabilities? Are you collaborative with excellent stakeholder management? Are you data-driven, with a high degree of ownership? If you have relentlessly high-standards and are interested in working hard to reinforce the mission and culture of our fast-paced, global team, we want to hear from you! The ideal candidate will earn trust through relationship building with internal AR teams and upstream business teams. In this role you will work with, and collaborate across, several cross-functional key stakeholders such as, channel leads, business leads, customer service lead and quality & training functions. Key responsibilities will include, but are not limited to:Design, execute, and analyze customer feedback to evaluate customer experience
Develop a thorough understanding of customer needs and identify pain points
Define a roadmap and drive projects to improve the customer experience and key metrics
Dissect customer journey obstacles and tackle them in a methodical manner in order to overcome them effectively.
Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
Build relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Understand complex business problems across departments and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends.
Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups and regular reporting of customer impacting issues.
This role is an individual contributor that transforms customer experience strategy into business outcomes via highly matrixed global stakeholders in the function and the business. 5+ years of applying key financial performance indicators (KPIs) to analyses experience
Experience demonstrating problem solving and root cause analysis
Bachelors degree
Experience in Excel (macros, index, conditional list, arrays, pivots, lookups)
1) Passionately customer obsessed, likes to deep dive and to find solutions to complex problems. 2) Experience in program management, customer research and analytics, and/or customer experience/success. 3) Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives, experience in and comfortable writing clear and impactful documents. 3+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
Masters degree
Knowledge of standard software including Excel, Access, Oracle, Essbase, SQL and VBA skills
1) Experience with managing cross functional projects, dependencies and bottlenecks, providing escalations management, anticipating and making trade-offs. 2) Skilled negotiator with proven experience finding creative ways to do more with less, and a track record of staying on budget.
Job Classification
Industry: InternetFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: AmazonLocation(s): Hyderabad+ View Contact
Keyskills: Relationship building Consulting Customer service Oracle Continuous improvement Stakeholder management Macros Analytics SQL Auditing
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