Analyst-Risk Management

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.
Function Description:
Global Services Group (GSG) brings together the company's external and internal servicing functions to provide best in class servicing to our customers and colleagues.
Emerging as the Enterprise Sales Operations & Business Enablement utility, SABE (Sales & Business Enablement)drives standardization & agility for the organization. Sales Operations includes Pre-sales, acquisition & Account Management while Business Enablementincludes Marketing,Platform & Capabilities.
Enterprise Data Platforms (EDP)team in Enterprise Digital & Data Solutions (EDDS) is responsible for managing Amex data & capabilities on the centralized enterprise platforms. Cornerstone platform uses big data-based environment to house all Amex data and a key analytical environment for carrying out complex data analytics and support business decisioning.
EDP teams in SABEwill be responsible for providing centralize servicing & product operations forenterprise big data platformCornerstoneas well as new generation big data platformLumiand products and ensure timely resolution to queries raised by Enterprise users, driving & governing core platform functions while working closely with the EDP Product owners.
How will you make an impact in this role?
Subject matter expert of the Amex data platforms and provide both functional and technical support to Cornerstone and Lumi business users.
Manage and enhance servicing experience for end customers through high quality resolutions & strong process adherence.
Understanding of key customer servicing requirements like, SLA Adherence, SOP/ knowledge-based servicing
Strong understanding of Data Platforms with hands-on technical skills on Hive, Python, SQL, Tableau, Big Data, Cornerstone and Cloud Technology
Strong partner management

Minimum Qualifications
A bachelor's or master's degree with 0-5 years' experience in Servicing, Data Analysis & related data roles. Eligible candidates should have experience or skills in at least one of the three pillars as below.

Servicing
Manage and enhance servicing experience for end customers through high quality resolutions & strong process adherence i.e., governance, reporting, escalation.
Identify and document best practice guidelines to build knowledge within team and reduce the overall product issues.
Take appropriate action to close feedback loop by recommending solutions to unstructured challenges via correct channels.
Ideate & innovate on customer self-serving products/capabilities and drive change management.

Preferred Qualifications
A bachelors or master's degree in STEM with 0-5 years' experience in Servicing, Data Analysis & related data roles. In addition to requirements as above, the following skills would help the candidate excel in the role.
Conduct deep analysis to uncover trends, recommend business solutions and implement strategic initiatives. 
Provide consultation to business and recommend appropriate solutions based on clear understanding of business needs.
Create high quality and executive ready documentation and actionable business insights.

Critical Factors to Success (Outcome Driven):
Business Outcomes:
Identify and problem solve complex customer issues spanning data needs, access problems, query optimization, tool troubleshooting and much more
Drive insights from issues & partner with tech & business teams to provide product consultation to evolve the platform & overall user experience

Leadership Outcomes:
Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders
Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
Demonstrate learning agility, make decisions quickly and with the highest level of integrity.
Deliver the world's best customer experiences every day

Past Experience
0-5 years of hands-on experience in production support or data environment
Preferred:Payments Industry Experience, Big Data Platform, Servicing Mindset.
Academic Background
Bachelor's degree in STEM fields w/ work experience in information management, strategy, or the payments business.
Functional
complex data environments and ability to troubleshoot issues.
Customer service, prioritization, multitasking, communication & leadership skills
Case management system such as ServiceNow, JIRA etc.

Preferred
Knowledge of Hadoop architecture & related tools/technologies

Technical
Must have -
PL/SQL
HIVE

Preferred
Sisense
Unix
Python
Big Query
Advanced Excel
Exposure to Chatbots, AI/ML use cases

Platforms
Big Data – Hadoop
Knowledge of Data Management systems
MS Office suites (Excel, PowerPoint, Word)
ServiceNow/Rally/ JIRA

Preferred
Google Cloud

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.