Customer Experience Specialist Summary Join our Customer Experience team and transform how we serve our customers by uncovering insights and driving meaningful improvements across the organization. You'll partner with cross-functional teams globally to identify customer pain points, develop strategic solutions, and measure impact through data-driven analysis—directly influencing our business outcomes and customer satisfaction. A Day in the Life As a Customer Experience Specialist, you'll spend your time diving deep into customer feedback and journey data to uncover opportunities for improvement. You might start your morning analyzing customer escalations and identifying patterns, then collaborate with channel leads and business teams to understand the root causes behind these issues. Throughout the day, you'll work across multiple projects—perhaps developing a dashboard to track customer satisfaction metrics while simultaneously preparing recommendations for senior leadership on how to streamline a problematic process. You'll also build relationships with colleagues in quality, training, and customer service to ensure everyone understands how their work impacts the overall customer experience. Your role balances independent analysis with collaborative problem-solving, requiring you to communicate findings clearly to stakeholders at all levels. About the Team We are a global team dedicated to understanding and enhancing every interaction our customers have with us. Our mission is to identify obstacles in the customer journey and systematically remove them, creating seamless experiences that build trust and loyalty. We work across time zones and departments—from business leads to service teams—to ensure customer insights inform our strategic decisions. You'll join a collaborative environment where your contributions directly shape how we prioritize improvements and allocate resources. We're looking for someone who shares our commitment to putting customers at the center of everything we do and who thrives in a dynamic, matrixed organization where multiple perspectives strengthen our solutions. Key Job Responsibilities Design and analyze customer feedback programs to evaluate customer experience, identify trends, and surface actionable insights that inform business decisions Develop comprehensive understanding of customer needs by studying escalations, conducting research, and performing direct observation to uncover pain points and root causes Define and drive improvement initiatives by creating roadmaps, managing cross-functional projects, and tracking progress against key metrics to enhance customer satisfaction Partner across business functions to resolve upstream issues impacting customer experience, working with channel leads, business teams, and service functions to implement solutions Create reporting tools and documentation such as dashboards, status reports, and analysis write-ups to communicate progress, insights, and recommendations to stakeholders and senior leadership Basic Qualifications Bachelor's degree in a Business or Engineering field Experience in account-based marketing, customer success, relationship management, or related customer-focused functions Experience with program management, customer research, analytics, or customer experience strategy Demonstrated ability to manage cross-functional projects, identify dependencies and bottlenecks, and escalate issues appropriately Ability to organize and complete multiple projects with minimal guidance while meeting tight deadlines Preferred Qualifications Master's degree or MBA in a relevant field Experience in business-to-business (B2B) environments or order-to-cash processes Background working in fast-paced, highly cross-functional organizations Strong verbal and written communication skills with experience engaging and influencing senior leaders Demonstrated ability to negotiate, find creative solutions within constraints, and manage budgets effectively Comfort working in ambiguous environments and adapting to shifting priorities Strong attention to detail and skill in managing competing priorities simultaneously Experience collaborating effectively in team-based environments Availability to work across EMEA time zones and flexibility regarding work location in Hyderabad ### Basic qualifications - Bachelor's degree - 6+ years of creating process improvements with automation and analysis experience - 1. Experience in customer experience, customer success, relationship management, or related customer-focused functions - 2. Experience with program management, customer research, analytics, or customer experience strategy ### Preferred qualifications - MBA 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.