Are you Customer Obsessed and excited to use data to improve the end-to-end customer experience? Customer Service Finance is looking for a Senior Financial Analyst to support the Customer Experience Improvement (CXI) team. CXI is Amazon's cross-functional team. It identifies root causes of customer friction, eliminates defects upstream, and redesigns experiences across Amazon's customer journeys.
In this role, you will partner with CXI and broader CS product/program leaders to size opportunities, build and maintain financial models, and track the impact of CX improvement initiatives. You will own recurring reporting and business review inputs, run deep-dive analyses on cost and defect drivers, and help put the measurement mechanisms in place that show how CXI's work shows up in planning assumptions and results.
The successful candidate has strong analytical and financial modeling skills, pays close attention to detail, and can turn complex data into clear, actionable insights. You will work with large datasets, automate reporting with AI-enabled tools to work faster and smarter. The ideal candidate is curious, takes ownership, handles ambiguity well, and builds trust with both finance and business partners.
Key job responsibilities
- Own the financial partnership for CXI's Returns & Refunds journey, building and maintaining models that size opportunities and track the impact of CX improvement initiatives.
- Build and run the concessions tracking, attribution, and reporting mechanism, including KPIs, dashboards, and a monthly reporting cadence with country-and program-level views.
- Partner with cross-functional finance teams to reconcile reporting and make sure Customer Service's impact is represented accurately and consistently across organizations.
- Develop financial framework for defect elimination with business partners, measuring the full value of fixing defects (topline impact as well as cost savings) and linking upstream defects to downstream customer and revenue impact.
- Support annual and long-range planning by bringing concessions and CX improvement impact into planning assumptions, working with CS Finance FP&A and partner teams.
- Validate sizing and ROI for CX improvement projects using consistent methods, and track results against expectations.
- Support cross functional AI and automation projects to streamline reporting and build scalable finance processes.
- Synthesize large volumes of data and present findings to senior management, leading with conclusions and recommendations.
