Business Intelligence Engineer , Amazon Customer Service

How do we measure and improve the experience of hundreds of millions of Amazon customers across every step of their journey — from placing an order to receiving a delivery to resolving a return? How do we turn fragmented signals into a single source of truth that drives real change? Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to improve experience across all customer journeys. We do this through voice of the customer signals across all Amazon Stores products, services, and customer interactions. This voice of the customer enables us to influence and design improvements within Customer Service and across multiple upstream partner teams who own the products that impact customer experience. We build the foundational data infrastructure, standardized metrics, and intelligent tools that power how Amazon understands and improves customer experience at global scale. If you're looking to work on problems that directly impact hundreds of millions of customers and drive measurable outcomes, this is the team. We are looking for a Business Intelligence Engineer (BIE) who is passionate about using data to solve customer problems. In this role, you will build the instrumentation, metrics frameworks, and analytical solutions that enable CXI teams to measure customer experience across all major journeys — including Delivery Experience, Returns & Refunds, Pre-Order, Payments, and Self-Service Automation. You'll develop scalable data products, contribute to AI-powered insight generation, and partner with product managers and engineers to translate customer pain points into data-driven action. The right candidate is curious, technically strong, and motivated by the opportunity to build systems that make a tangible difference in customers' lives. Key job responsibilities - Design, build, and maintain scalable data pipelines and ETL processes that integrate data across multiple customer journey touchpoints — including delivery, returns, refunds, and pre-order systems - Develop and operationalize standardized KPIs (e.g., Perfect Delivery Rate, Click-to-Deliver, Promotional Error Rate) across customer journeys, ensuring consistent measurement and trusted reporting for business reviews - Build and enhance executive dashboards (Page 0, xBR) and self-service analytical tools that provide real-time visibility into customer experience metrics for leadership and journey pod teams - Contribute to AI and LLM-powered analytics solutions, including automated insight generation and natural language interfaces for data exploration - Partner with product managers, data engineers, and scientists across five CXI pillars to translate business questions into analytical frameworks and deliver actionable insights - Support experimentation measurement by contributing to standardized Weblab impact frameworks, including instrumentation, statistical analysis, and reporting - Participate in building and extending the central data model — consolidating disparate data sources into a unified, governed layer that eliminates redundancy and ensures data integrity A day in the life As a Business Intelligence Engineer on the CXI team, start your morning reviewing the health of data pipelines that power our KPI Hub, then shift focus to summarize return defect for a Business Review. After lunch, you could be prototyping an LLM-driven deep dive that helps journey teams identify root causes of contact spikes without filing manual data requests. You'll end the day collaborating with teammates for next iteration of our central data model. About the team Customer Experience Improvements (CXI) is a team within Amazon Customer Service (CS) that exists to improve experience across all customer journeys. We do this through voice of the customer signals across all Amazon Stores products, services, and customer interactions. This voice of the customer enables us to influence and design improvements within Customer Service and across multiple upstream partner teams who own the products that impact customer experience.