Program Associate- CX, Amazon Pay CX

Job ID: 2877344 | Amazon Pay (India) Private Limited

Job Description
Want to apply your customer research and survey design skills to build insights and shape business strategies for Amazon across different businesses? The Customer Experience Strategy organization is looking for a highly motivated, creative and curious individual to join our Customer NPS team in Bangalore.
Our vision is to make Amazon Pay as the most trusted, convenient and rewarding Payment Experience in the market.

As a Program Associate, you will manage to conduct NPS across multiple product lines (e.g. Travels, bills payment, UPI, etc.). The insights you generate will have a direct impact on how product teams can shape customer experience improvement initiatives. With a dynamic, innovative and diverse environment, this role will provide you with ample opportunities to constantly build your skill set and address new challenges while you help Amazon achieve its vision: to be Earth's Most Customer-Centric Company. The right candidate will be excited about the opportunity to be our customer insights evangelist and influence customer experience on Amazon!

As an associate, the candidate will work closely with product, program, marketing, and BI teams for the smooth running of the NPS program. The candidate will be expected to have a high bar in managing stakeholders across multiple teams within Amazon. The role will cover:

• Managing end-to-end operations of the program and stakeholders
• Preparing, maintaining, and publishing results via advanced dashboards or Tableau for leadership
• Coordinating with stakeholders for smooth running of workflow
• Applying best practices and focusing on areas of improvement & automation of manual processes
• Ability to work effectively & independently in a fast-paced environment with tight deadlines
• Being curious, eager to learn, and thinking outside the box to innovate
• Having a passion for continuously improving customer experience
• Understanding complex business problems across product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience

BASIC QUALIFICATIONS

• Bachelor's degree in Computer Science, Engineering, Operations Research, Math, or related discipline
• Proficiency in Excel and basic knowledge of SQL preferred
• Strong analytical skills – ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, derive meaningful insights and draw conclusions relevant to the business problem
• Communication skills – ability to communicate efficiently (written and spoken) in English. Demonstrated ability to communicate complex technical problems in simple plain stories. Ability to present information professionally & concisely with supporting data

PREFERRED QUALIFICATIONS

• Experience in working with Excel/ SQL
• 2+ years’ experience with E-Commerce, Retail, and Business Analytics would be an advantage