American Express
1 month ago
Job Description :
You Lead the Way. We've Got Your Back :
Join Team Amex :
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, youll learn and grow as we help you create a career journey thats unique and meaningful to you, with benefits, programs, and flexibility that support you personally and professionally.
At American Express, youll be recognized for your contributions, leadership, and impact every colleague has the opportunity to share in the companys success. Together, well win as a team, upholding our company values and powerful backing promise to deliver the worlds best customer experience every day with integrity, in an environment where everyone is seen, heard, and feels like they belong.
Join Team Amex and lets lead the way together.
How We Serve Our Customers :
Our customer service is always evolvinga challenge we gladly accept. Whether preventing identity fraud or helping customers start new businesses, you can work with one of the most valuable data sets in the world to identify insights and actions that have a meaningful impact on our customers and our business. With opportunities to learn from leaders who have shaped our industry, you can grow your career and define your own path.
Business Overview :
The Global Services Group (GSG) encompasses several interconnected business units providing global service, playing a central role in helping American Express achieve its vision of being the worlds most respected service brand.
MIS & Advanced Analytics is responsible for creating an outstanding Management Information System that enables operations teams to :
- Understand Performance (Data Management and Metric/Report creation)
- Drive Performance (Performance and Analytics Insights)
Job Responsibilities :
This role is part of the Customer Listening Analytics and Insights team, tasked with generating powerful, actionable insights from customer feedback, sentiments, and other touchpoints to enhance key GSG operations through analytics projects, AI/ML capabilities, data management, and MIS reporting.
Key responsibilities include :
- Tracking and monitoring key Customer Experience metrics via reports and dashboards
- Deriving actionable insights from stakeholder-driven and proactive projects related to Customer Experience
- Managing data capabilities and AI/ML infrastructure to support analytics and reporting
- Collaborating with stakeholders to communicate and drive process enhancements for improved Customer 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 the ability to work with complex processes and data analysis
- Project management skills, ability to manage multiple projects effectively in a team
- Capability to translate complex algorithms and findings into comprehensible language
- Strong skills in data presentation, storytelling, and visualization
- Experience with ML techniques and advanced analytical tools
- Hands-on knowledge of SQL, Python, and Tableau
Compliance Language :
We support our colleagues and their loved ones with benefits and programs that prioritize holistic well-being, including :
- Competitive base salaries and bonus incentives
- Financial well-being and retirement support
- Comprehensive medical, dental, vision, life insurance, and disability benefits (location dependent)
- Flexible working model with hybrid, onsite, or virtual arrangements (role dependent)
- Paid parental leave policies (location dependent)
- Free access to on-site wellness centers (location dependent)
- 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. Employment is contingent upon a successful background verification check, in accordance with applicable laws and regulations.
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