At Amazon Worldwide Returns & ReCommerce (WWRR), we aspire to zero: zero cost of returns, zero waste, and zero defects.
We are an agile, innovative organization dedicated to ‘making zero happen’ to benefit our customers, company, and environment. We are constantly innovating to create long-term value at Amazon by investing in the future and focusing on the planet, not just on the bottom line. WWRR includes business, product, program, operational, data, and software engineering teams, who together manage the lifecycle of returned and damaged products.
The Return Customer Experience (RCX) team is a part of the WWRR organization. Our team works on continuously improving the shopping experience for Amazon's customers. Our impact on the shopping experience starts right from setting up Customer Obsessed and Competitive Returns policies. We work closely with many partner teams in setting the appropriate returns policy for every item that is sold on Amazon World-Wide. Once created, we ensure this policy is communicated to customers clearly on relevant places throughout their purchase journey. By doing so, we help customers make an informed purchase and assure them of the support they can expect to receive post-purchase. Once an item is purchased and if a customer does have an issue with the item, we provide a self-service through the Online Returns Center (ORC) to remediate the issue. Using the ORC, we offer Customers with a wide selection of resolutions to help resolve the issue being faced with their purchase. Through out the Customer return journey, we use emails and progress trackers to keep customers informed of the status of their resolution. Through these tools and tools and the returns policies, we aim to delight our customers and increase their confidence in making a purchase decision.
As a Business Analyst, you will be responsible for modeling complex problems, discovering insights and identifying opportunities through the use of business intelligence, data mining and visualization techniques. You will need to collaborate effectively with internal stakeholders and cross-functional teams to solve problems, create operational efficiencies, and deliver successfully against high organizational standards. The candidate should be able to apply a breadth of tools, data sources and analytical techniques to answer a wide range of high-impact business questions and present the insights in concise and effective manner. Additionally, the candidate should be an effective communicator capable of independently driving issues to resolution and communicating insights to non-technical audiences. This is a high impact role with goals that directly impacts the bottom line of the business.
Key job responsibilities
* Use analytics and data mining techniques to solve complex problems and drive business decisions.
* Employ the appropriate tools, methodologies to discover patterns of risks, abuse and help reduce bad debt
* Dive into customer behavioral patterns and recommend the policy change hypothesis
* Solve analytical problems, and effectively communicate methodologies and results
* Build analyses for product launches and provide launch recommendations
* Draw inferences and conclusions, and create dashboards and visualizations of processed data, identify trends, anomalies
* Work closely with internal stakeholders such as business teams, engineering teams, and partner teams and align them with respect to your focus area
