Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a Customer Experience (CX) Specialist to join the Customer Effort Reduction team. The CX Specialist will be the personification of Customer Obsession and will relentlessly advocate on behalf of customers. The CX Specialist will be responsible for identifying opportunities to improve our customers’ shopping experience and will work with stakeholders across the business to deliver them.
The ideal candidate will be a self-starter who is passionate about discovering and solving complicated problems, learning complex systems, working with numbers, and organizing and communicating data and reports. You will thrive in complexity and ambiguity and be someone who can partner with and influence a diverse set of stakeholders.
The successful candidate will be based from our CS site in Cairo, Egypt.


Key job responsibilities
• Identify trends and opportunities to improve customer experience and reduce customer effort
• Build and maintain a detailed understanding of our customer needs and friction points
• Deep dive into the customer experience to find customer defects and improvement opportunities using structured problem solving techniques such as customer journey mapping and Kaizen.
• Analyze, deconstruct and optimize CS and customer processes in order to raise the bar with our customer experience
• Design, launch and operate defect reduction mechanisms that drive tangible improvements to the customer experience over time
• Own resolution of large scale customers impacting issues, in partnership with CS, business and operations stakeholders
• Surface and present customer trends, defects and opportunities to leadership through high quality written and verbal communications
• Track, report and create key metrics within the domain. Understand drivers and provide callouts to leadership on a frequent basis
• Draft SOPs, references, policies or new processes to improve the customer experience and/or internal efficiency
• Support program managers during large scale feature, product and business launches