Amazon is looking for an experienced, data oriented, talented and highly motivated individual to drive Customer experience within the Finance Operations Global Accounts Receivable (GAR) organization. This is a highly visible role that interacts with a wide group of stakeholders with a strong attention to detail and great organizational skills. The individual would need to be self-driven in managing key initiatives, driving compliance , cultivating operational excellence and partnering with Amazon teams to positively impact customer experience. High focus on continuous improvement, innovation and predictive analytics. Exposure to the right communication strategies along with ability to deploy and measure outcomes from training programs. The candidate needs to able to think big in designing, improving and automating the end to end process flow working with multiple stakeholders and is ready to make high judgement decisions in a fast-moving environment.

Key job responsibilities
• Lead and contribute to large-scale deep dives that measures end-to-end customer experience across multiple channels and/or CX projects impacting key financial metrics within Global AR
• The role would entails applying an objective and think big mental model to drive studies across multiple channels, geographies, collaborating with senior business leaders and conducting customer research
• Utilize available data sources - feedback surveys, call transcripts, operations performance data to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure CX.
• Focus on predictive analytics and leverage existing reports & dashboards to aid better insights and analytics.
• Design and deploy the right customer experience mechanisms that drive entitlements and is ready to make high judgement decisions in a fast-moving environment The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly challenge the status quo and address new challenges.
• An expert writer and able to work with the larger team in driving the right communication strategies, policies and replicating best practices.
• Understand key business strategies and customer journey mapping
• Be aware of industry technology / trends and identify opportunities for innovation to improve customer experience