Senior Contact Experience Analyst
2 weeks ago
Bachelor's degree
- Background in business analysis, CX insights, continuous improvement, process improvement roles
- 3+ years of experience in program or project management, process improvement or continuous improvement roles
- 3+ years of experience delivering cross-functional projects that improve customer experience
- Comfortable working with large sets of complex data and turning them into clear and actionable insights
- Experience in deep dive techniques and tools such as Gauge R&R, Pareto, Five Whys and Regression
- Experience interrogating, manipulating and deriving insights from quantitative and qualitative data
- Advanced Microsoft Excel skills
- Familiarity with data visualization tools, such as SQL skills, Tableau, MicroStrategy or Power BI.
- Superior verbal and written communications skills are a must, as well as the ability to work effectively on a cross-functional basis with operational and program teams.
- Excellent organizational skills including prioritizing, scheduling, time management, and meeting deadlines
- Experience working in a continuous improvement environment in a Customer Service, Customer Experience or Service Delivery context
- Advanced SQL experience - ability to build complex queries
- Lean / Six Sigma practical experience and certification
**Amazon is an equal opportunity employer
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