Job Description

Business Analyst Support, IN Payment Customer Experience

Location: Bangalore

We are looking for a Business Analyst support for the IN Payment Customer Experience (CX) team to drive CX improvements on Amazon Pay. The role requires working independently, transforming business needs into actionable dashboards and dive deeps through queries, and leveraging AI tools to accelerate analysis and automate reporting workflows.

**What you will do:**

(a) Build and maintain dashboards that surface CX insights for Amazon Pay India
(b) Write queries to support dive deeps and root cause analyses on customer pain points
(c) Translate business requirements into data solutions that drive decision-making
(d) Use GenAI and agentic AI tools to automate reporting, generate insights, and accelerate analysis workflows
(e) Operate autonomously in a fast-moving environment, taking ownership of deliverables end to end

What we are looking for:

(a) Quick learner who can work independently with minimal direction
(b) Strong SQL and data visualization skills
(c) Ability to identify business needs and convert them into structured analytical outputs
(d) Familiarity with AI/ML tools for data analysis, automation, or insight generation
(e) Clear communication and organizational skills to present findings to stakeholders
(f) Comfort operating in ambiguity and prioritizing across competing demands

This role provides opportunities to develop original approaches and solutions in a competitive, evolving business.

Key job responsibilities

**Key Job Responsibilities**

As a Business Analyst Support, the candidate will work closely on the customer experience program, managing stakeholders across multiple teams within Amazon Pay. The role covers:

(a) Partner with program and product managers to identify defects and gaps in customer experience across payment journeys
(b) Analyze existing datasets to identify top customer trust busters and surface actionable insights
(c) Work with program and product owners across APay to set up mechanisms, achieve CPT goals, implement defect reduction frameworks, and own WBR/MBR/QBR/OP documents, goal tracking, reporting, and documentation
(d) Share customer anecdotes through contact mining, heartbeat dashboards, and reporting channels to drive visibility into CX pain points
(e) Leverage GenAI and agentic AI tools to automate reporting workflows, build self-serve insight mechanisms, and accelerate root cause analysis
(f) Participate in and shape program development by employing technical and analytical skills as an embedded member of the business team

Basic Qualifications

- 1+ years of data analytics or automation experience
- 1+ years of capacity planning, operations planning, business analysis or similar experience
- Bachelor's degree
- Knowledge of data pipelining and extraction using SQL
- Knowledge of SQL and Excel at a moderate or advanced level
- Experience with data mining tools like SQL, SAS, SPSS, or similar

Preferred Qualifications

- Knowledge of SQL/Python/R, scripting, MS Excel, table joins, and aggregate analytical functions

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