Job Description

You Lead the Way. We've Got Your Back.



With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.



At American Express, you'll be recognized for your contributions, leadership, and impact--every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.



Join Team Amex and let's lead the way together.



How we serve our customers is constantly evolving and is a challenge we gladly accept. Whether you're finding new ways to prevent identity fraud or enabling customers to start a new business, you can work with one of the most valuable data sets in the world to identify insights and actions that can have a meaningful impact on our customers and our business. And, with opportunities to learn from leaders who have defined the course of our industry, you can grow your career and define your own path.


Business Overview:



The Global Services Group (GSG) is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world's most respected service brand.



MIS & Advanced Analytics is responsible for crafting an outstanding Management Information System that provides all levels of operations teams the ability to: Understand Performance (Data Management and Metric/Report creation), and Drive Performance (Performance and Analytics Insights).


Job Responsibilities:




This role is part of the Customer Listening Analytics and Insights team responsible for generating powerful, actionable insights from customer feedback, sentiments and other touch points to support the enhancement of key GSG operations such as CEN, CSN, MSN and GCRO through a host of analytical projects, AI/ML capabilities, data management and targeted MIS reporting. This role requires taking end-to-end ownership of projects and involves working with various stakeholders in Strategy, Operations and Technology teams in delivering on Amex vision of servicing excellence across the board. Some of the key responsibilities of this role are as follows:
• Track and monitor key Customer Experience metrics through a suite of reports and dashboards,
• Derive actionable insights out of a host of stakeholder-driven and proactive projects related to Customer Experience,
• Manage key data capabilities and AI/ML infrastructure to support aforementioned analytics and reporting,
• Collaborate effectively with key stakeholders to communicate and drive process enhancements for better Customer experience.

Qualifications and Skills Required:
---------------------------------------


• 2-5 years of experience in Quantitative Business Analytics and Data Science,
• Passion for driving excellence in Customer Experience
• Strong analytical skills and capability to work with complex processes & perform complex data analysis,
• Project management skills, ability to work on multiple projects and effectively in a team,
• Ability to translate & articulate complex algorithms & findings into an easy/comprehendible language,
• Excellent data presentation, storytelling, and visualization skills,
• Experience of using ML techniques and Advanced analytical tools
• Hands on knowledge of SQL/Python/Tableau.


We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:


• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities


American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.



Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.