Customer Experience Business Analyst

Seattle Regular Operations - Customer Service Job : A31605A

About the Team:

Ecommerce's Governance and Experience (GNE) is a global team responsible for ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators. We value user satisfaction and work on policies, rules and systems to ensure quality. The US Customer Experience Team is part of the GNE organization. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.

We are looking for an experienced individual contributor to drive customer complaint investigations in the U.S. region.

What You'll Do:

As a Customer Experience Business Analyst, you will bridge business needs and AI-driven solutions to optimize customer service and operational strategies. You will leverage AI tools to automate complex analysis, conduct deep-dive strategic studies, and partner with cross-functional teams to convert data into high-impact business decisions.

• Drive AI-Powered Analytics & Operational Efficiency:
  Explore and leverage AI capabilities to address business and operational pain points. Build automated analysis, anomaly detection, and root-cause diagnosis tools to help business teams identify issues faster, understand key drivers, cut manual workload, and improve decision-making efficiency.
• Conduct Strategic Analyses:
  Develop an in-depth understanding of business challenges and translate data into actionable solutions. Conduct special analyses covering buyer experience, service strategies, Chatbot performance, regional operations, workforce efficiency improvement, budget management, and other core operational areas.
• Partner for Business Decision-Making:
  Collaborate closely with cross-functional business teams to structure key business problems and translate complex data sets into clear insights and actionable recommendations.

• BA/BS degree.
• 3+ years of experience in customer experience, customer service operations, E-Commerce, or operational analysis.
• Possess basic data processing and analytical skills; proficient in Excel (Pivot Tables, complex functions, etc.) and SQL, with proven capability in data visualization and reporting.
• Interest and relevant professional experience with buyer experience, customer service, and AI-driven workflow automation within the e-Commerce industry, accompanied by strong business acumen and logical reasoning skills.
• Strong teamwork and cross-functional collaboration and communication.
• Detail-oriented with the ability to efficiently manage and complete complex tasks.

• Experience analyzing operational datasets and translating raw data/KPI fluctuations into actionable reports, key trends, or executive summaries.
• Strong track record of independently managing tasks and communicating effectively with cross-functional stakeholders.
• Strong track record of leveraging AI tools and automation techniques to boost work efficiency and analytical speed will be given priority.

The base salary range for this position in the selected city is $91200 - $160445 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid…