Business Systems And Operations Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

We are looking for a technically skilled Business Systems And Operations Analyst to join our CX Data & Operations team. This role is focused on designing, customizing, and managing end-to-end survey programs—including CSAT, NPS, and custom feedback initiatives—using Qualtrics or a similar enterprise platform. The ideal candidate brings strong hands-on experience with building advanced surveys (including custom JavaScript and CSS), mapping data for integrations, and developing dashboards for reporting. In addition to building and deploying surveys, you'll also provide platform support by responding to user-raised tickets, performing data cleanup, and running analysis to identify and resolve platform issues or inconsistencies.

What You'll Do

• Build, test, and deploy complex surveys using Qualtrics or similar tools, applying custom JavaScript, CSS, and logic where needed
• Configure and manage survey distributions, triggers, and automation flows
• Map embedded data fields and maintain integrations with platforms like Salesforce, Marketo, or internal systems. Create and manage dashboards for stakeholder reporting and executive visibility. Ensure surveys meet brand, legal, and translation requirements.
• Respond to and resolve support tickets related to survey delivery, data issues, or access requests.
• Perform data cleanup and diagnostics to address platform errors or data quality concerns
• Conduct exploratory data analysis to validate survey responses and highlight trends or anomalies
• Maintain platform documentation and contribute to knowledge base resources for internal use

What We're Looking For

• Bachelor's degree with minimum 3 -4 years of hands-on experience with Qualtrics or a similar enterprise survey platform
• Proven ability to build complex survey logic using custom JavaScript, CSS, and embedded fields
• Strong understanding of survey data structures, distribution workflows, and dashboard design
• Familiarity with CRM or email platforms (Salesforce, Marketo) and API-based integrations
• Experience with data analysis and data cleanup in a structured format
• Basic to intermediate SQL skills preferred.
• Detail-oriented and highly organized, with strong problem-solving skills. Experience in a support-facing role is a plus

Location
Gurgaon, India

The #TeamGBT Experience
Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
• And much more

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

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Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don't meet every requirement?
If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box;" please apply anyway. You may be exactly the person we're looking for