Data Scientist II, Customer Experience Metrics

Job summary
The Customer Experience & Business Trends (CXBT) organization made up of various functions that are dedicated to improving the customer experience for all existing and future customers of Amazon’s diverse businesses, globally. We build products and solutions that help us evaluate trends and opportunities, and work with teams all over the world to influence existing products and services, as well as those that are not yet launched. We are searching for a talented, customer obsessed Data Scientist (DS) to come join our new, fast-growing and exciting team building Customer Experience Metrics for Amazon. In this role, you will work on making existing metrics from business teams more accessible to Amazon leadership, help define new metrics, and play a critical role in development of a new reporting, analytics, and insights tool to ensure Amazon is providing the best possible customer experience. This role can be based in Arlington, VA; New York, NY; Cupertino, CA; Seattle/Bellevue, WA.

In this role, you will collaborate on development of three core areas/capabilities for the team: 1) automation of existing manual workflows to reduce effort and cycle time to product customer experience (CX) metrics for senior leadership at Amazon; 2) building a new workflow-based tool that enables highly efficient, secure, and customizable creation of CX metric reporting; and 3) insights creation based on CX metric data that provides root cause analysis, pattern detection, and ontological metric structure across all Amazon businesses. You should have strong analytical and communication skills and be able to work with our operations and technical teams to incorporate best practices into how we work. It is critical that our work has the highest-quality outputs, so an attention to detail is a must.


Key job responsibilities
• Collaborate with product managers, program managers, and business partner tech/data teams to gather data and metrics requirements.
• Design, build, and maintain automated reporting workflows using Python, dashboards, and ongoing analysis to enable data driven decisions across our team and with partner teams.
• Write high-quality SQL queries to retrieve and analyze data from database tables (ex. Redshift, RDS, etc.)
• Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written recommendations for new analytics, product features, and insights.
• Report key insight trends, using statistical rigor to simplify and inform the larger team of noteworthy trends that impact the business.


A day in the life
Like many Amazon teams, we're building and delivering at the same time. With this, we recognize the need to build scalable, measurable, and durable processes that help minimize non-value added tasks/activities. You will be working alongside both our operations and product development teams to support current state and help build our desired future state. Core focus will be on automation of existing manual tasks, collaborating with technical leads on business teams to build high-quality data pipelines, and partnering with our development team to design infrastructure, analytical features, and reporting for a new metric-based tool for Amazon business teams.

About the team
Customer Experience Metrics (CXM) is a new team with the mission to put customer-focused data and insights into the hands of senior leadership in the most efficient and effective way possible. One of the unique value propositions we are focused on is creating the ability to interact with this data across Amazon business lines (e.g., AWS, Consumer, Operations, PxT, Ads).

Basic Qualifications

• Bachelor's degree in Engineering, Statistics, Computer Science, Mathematics, or a related quantitative field
• 3+ years of experience with data scripting languages (e.g SQL, Python, R etc.) or statistical/mathematical software (e.g. R, SAS, or Matlab)
• 1+ years of experience as a Data Scientist
• Experience with data mining and processing using SQL
• Experience with Python or similar programming languages
• Experience applying various machine learning techniques, and understanding the key parameters that affect their performance
• Experience using notebook solution such Jupyter to conduct reproducible data analysis and modeling projects

Preferred Qualifications

• Extensive experience (5+ years) in a data scientist or similar role with a technology company
• Experience with AWS services including S3, Redshift, EMR and RDS
• Detailed knowledge of data warehouse technical architecture, infrastructure components, ETL and reporting/BI tools and environments
• Ability to work on a diverse team or with a diverse range of coworkers



Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.