Business Analyst, North America Surface Transportation Customer Experience (NAST CX)

Description

Alexa's North America Surface Transportation Customer Experience team is seeking a Business Analyst to support data-driven decision making that improves the delivery experience for millions of customers. In this role, you will be responsible for designing, building, and maintaining analytical frameworks, products, and deep-dive analyses that illuminate customer experience trends, identify root causes of defects, and quantify the impact of product and operational initiatives across our surface transportation network. You will serve as a key analytical partner to Product Managers, Program Managers, and Operations leaders—translating complex transportation and customer data into clear, actionable insights.

Key job responsibilities

• AI-Assisted Analysis: Leverage generative AI tools and large language models (e.g., Amazon Bedrock, Amazon Q) to accelerate data exploration, pattern recognition, and insight generation across large, complex data sets
• Predictive Analytics: Partner with science teams to develop and validate predictive models that forecast customer experience outcomes such as delivery delays, contact rate spikes, and defect trends across the surface transportation network
• Automated Insight Generation: Build and refine AI-assisted workflows that automate recurring analyses, anomaly detection, and narrative summarization to reduce manual effort and accelerate time-to-insight
• AI Tool Evaluation & Adoption: Stay current on emerging AI/ML tools and capabilities; evaluate and champion new AI-powered analytics solutions that can enhance the team's analytical capabilities and decision-making speed
• Data Pipelines: Write and optimize SQL queries across large-scale data sets; build ETL pipelines to automate recurring data workflows
• Scalable Solutions: Identify opportunities to automate manual reporting and analysis processes using AI and scripting tools, improving team efficiency and data reliability
• Cross-Functional Collaboration: Partner closely with Product Managers, Program Managers, Science, Engineering, and Operations teams to provide analytical support for strategic initiatives

Basic Qualifications

• 3+ years of tax, finance or a related analytical field experience
• 3+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
• 3+ years of business or financial analysis experience
• Bachelor's degree or equivalent
• Experience defining requirements and using data and metrics to draw business insights
• Experience with Excel
• Experience with SQL
• Experience making business recommendations and influencing stakeholders

Preferred Qualifications

• Experience partnering with executive-level leaders to identify and solve business issues