Analytics & Insights Manager
Amazon, United Arab Emirates
Job Description
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. We are currently looking for a highly skilled and motivated Analytics and Insights Manager to help build a deeper understanding of our customer service experience. The Analytics and Insights Manager is a key member of the Customer Service Team at Amazon, working with contact centre site operations, operational programs, and other Amazon business partners to analyze and improve customer service performance. The Analytics and Insights manager will work with Amazon's unique data and translate it into high-quality and actionable insights and recommendations to improve the effectiveness of existing driver sand planned initiatives designed to improve performace. Day to day activities include analyzing metrics of success, developing data-driven insights, leading insights projects, and recommendations for operational leaders, and communicating recommendations in a clear and compelling fashion. In additional to these responsibilities; the Analytics and Insights Manager will design the data to insights process design, and up-skill junior analysts where required. The consultative expertise of the role is critical to delivering the measurable, positive impact to customer experience.
Job Specification
BASIC QUALIFICATIONS
· Bachelor's degree plus 8+ years' experience in client-facing data analysis roles
· Ability to translate technical aspects of analysis and metrics into actionable insights for the advertiser and both technical and non-technical stakeholders
· Excellent data driven storytelling skills - you create and deliver compelling presentations with outstanding visuals
· Comfortable presenting complex analysis in a simple, easy to digest way to C-suite level stakeholders
· In depth understanding of advanced statistical techniques and methodologies as well as simple linear regression analysis, multivariate regression analysis and model building
· Advanced in SQL - ability to write complex queries from scratch from multiple tables, creating the appropriate joins, extracting and manipulating data, formatting fields, creating new measures and metrics, etc.
· Fluency with an advanced analytical tool (Python, R, SAS, etc.) - ability to run advanced statistical modeling and testing in one of the above languages
· Fluency with visualization tools (Tableau, QlikView, Power BI, etc.) - ability to create interactive, user-friendly and compelling dashboards and reports.
· Excellent organizational, interpersonal, and communication skills (both written and verbal). • Ability to effectively manage competing priorities in a complex work environment, focusing on high-value activities
· Effective written and verbal communication skills in English
PREFERRED QUALIFICATIONS
· Experience in delivering client facing reports in a consultancy role.
· Experience with advertising publishers and marketing/creative agencies
· Masters in Statistics, Computer Science, or Information Technology
· Experience in predictive analytics, experimental design, A/B testing
· Experience in Customer Service