Senior Financial Analyst - Customer Experience Improvement, Finance

Description

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.

Basic Qualifications

- 4+ years of finance, accounting, or related analytical field experience
- 4+ years of identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes experience
- 4+ years of building financial and operational reports/data sets that inform business decision-making experience
- Bachelor's degree in finance, accounting or related field

Preferred Qualifications

- Experience working with large-scale data mining and reporting tools (examples: SQL, MS Access, Essbase, Cognos) and other financial systems (examples: Oracle, SAP, Lawson, JD Edwards)
- Experience with cube engine tools (e.g. TM1, Cognos or Essbase), SQL and Data warehouse
- Experience participating in continuous improvement projects in your team to scale and improve controllership with measurable results
- MBA, or CPA
- Knowledge of of financial reporting tools (Cognos, Redshift)
- Experience in a finance role leading a project or program and partnering with multiple stakeholders within a business
- Experience developing financial models in Excel with advanced functions (pivot tables, macros, VBA, Power Query)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.