Site Engagement Analyst, Zappos, Customer Experience

Zappos is looking for a customer obsessed Site Engagement Analyst to own analysis and reporting for the CRM team. This role will be pivotal in shaping how we understand, engage with, and grow our customer base through data‑driven insights. The candidate will have a strong understanding of ecommerce KPIs, customer journeys and site/app analytics. The right candidate will have analytical skills to answer strategic questions that are complex, dynamic, and not always clearly defined. The candidate must possess strong technical skills, including proficiency in data analysis tools and visualization platforms, while maintaining a deep understanding of customer behavior and retail dynamics. The ideal candidate will be passionate about deeply understanding who our customer is, what motivates them and how we can improve their experience. They should have a collaborative mindset that enables them to work effectively across Marketing, Merchandising, and Technology departments. This position sits on the CRM team within the Customer Experience organization. Key Job ResponsibilitiesAnalyze raw data sets and conduct deep dives into site data and customer journeys Conduct quantitative analyses that range from specific questions to open‑ended questions that inform large scale strategies with the ability to determine what data is needed Develop quantitative and qualitative insights that inform our CRM strategy across all customer touchpoints Deep dive into customer journeys to inform new customer conversion, second purchase rates, and retention strategies Partner with marketing teams to optimize customer communication strategies across channels (email, push, etc.) Develop and track key customer metrics and KPIs to measure strategy effectiveness Build and maintain strong partnerships with cross‑functional teams including Marketing, Merchandising, and Technology Maintain ongoing reporting and develop reporting capabilities to answer ad‑hoc business questions Educate and empower stakeholders with tools and techniques to solve evolving business challenges Scale analytic capabilities by troubleshooting data issues, leading enhancements and driving the adoption of analytics toolsAbout the team: The F2 Subsidiary Customer Experience org supports both Zappos and Shopbop, Amazon Fashion subsidiary businesses with teams in New York, NY, Madison, WI, and Las Vegas, NV. Basic QualificationsBachelor's degree or equivalent 3+ years of business analyst, data analyst or similar role experience Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau Experience defining requirements and using data and metrics to draw business insights Experience making business recommendations and influencing stakeholders Proven ability to drive results in a fast‑paced environmentPreferred QualificationsExperience with SQL Experience with Amplitude and Customer Data PlatformsAmazon 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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,900/year in our lowest geographic market up to $143,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign‑on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site. #J-18808-Ljbffr