Business Analyst, Amazon Customer Service

Role overview

Amazon Customer Service is hiring an experienced Business Analyst to join the Customer Service Data Analytics Support Hub (DASH) in Hyderabad. The role sits within the Quality & Escalations area and focuses on using next-generation analytics to improve decision-making and strengthen the customer experience in collaboration with worldwide partners.

In this position, you will turn business challenges into practical analytical outputs. The role calls for someone who can work across data platforms and analytics tools to build a broad view of customer experience, strengthen domain understanding, improve data quality, and develop scalable tools. You will also need to communicate findings clearly to senior stakeholders.

What you will do

• Convert complex or unclear business questions into concrete analysis needs.
• Work independently with stakeholders to shape the analytical method and define use cases.
• Develop a strong understanding of business data and metrics to connect customer experience with business performance.
• Handle open-ended analyses with incomplete inputs and outputs, and identify the underlying cause of problems.
• Use analysis to generate recommendations that can influence teams, improve processes, or redesign existing workflows.
• Work with multiple data sources and large datasets, use efficient query development, and present a complete and consistent view of the data.
• Use statistical methods such as hypothesis testing to support improvement efforts.
• Help automate data needs by scaling processes and building self-service tools.
• Present analytical findings and business impact clearly to different audiences.
• Track project timelines and deliverables, anticipate risks, and resolve issues proactively.

Required skills and experience

• Strong hands-on experience with Excel, including VBA, pivot tables, array functions, and Power Pivot.
• Working knowledge of Tableau or similar data visualization tools.
• Bachelor's degree or an equivalent qualification.
• Ability to define requirements and use data and metrics to generate business insights.
• Practical experience with SQL.
• Background in financial or business analysis.

Preferred profile

• Master's degree in computer science, engineering, mathematics, or an equivalent discipline.
• Exposure to AI and machine learning technologies.
• Familiarity with general AI tools.

Additional information

The hiring organization is ADCI HYD 20 SEZ. Candidates requiring workplace accommodation or adjustment during the application or hiring process, including interview or onboarding support, can refer to the employer’s accommodation process for assistance.

Job ID: A10401994

Who can apply

Applicants with a bachelor's degree or equivalent and relevant experience in business analysis, data analysis, SQL, Excel, and financial or business analysis are suitable for this role.