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.
The Global Services Group (GSG)at American Express delivers extraordinary customer care to Cardmembers and Merchants around the world, while providing world-class credit, collections and fraud services, and driving revenue growth for the company. The GSG Capabilities Teamis a global team of product professionals leading the product strategy, roadmap and delivery for the suite of capabilities used by Colleagues and Customers that touch our Servicing Network. We are responsible for empowering our Colleagues with tools and solutions needed to drive engagement and satisfaction with our Customers, recognize and solve their needs with ease.
We are seeking a motivated, Analyst - Product Development who is ready to put the customer first and demonstrate mastery of end-to-end customer journeys and how to design experiences and products that people love and that also deliver clear business outcomes.
How will you make an impact in this role?
As part of GSG Capabilities Team, this person will collaborate across the business to craft the product vision and drive the product roadmap for our next generation case management.
The person in this role is expected to look externally to identify best-in-class experiences, map and understand end-to-end customer journeys and opportunities for improvement, and define and prioritize a roadmap of features and enhancements to improve the customer experience and drive business value. The Product Analyst will participate actively in all phases of the development process with the Engineering team, designers and architects to deliver the right user experience, and with partners from other lines of business and operations leaders to ensure proper operational readiness and change management for new features and enhancements.
We are looking for a proven candidate who can help us look at end to end customer journeys and reduce the demand for our back office, think of ways to automate the existing processes as well as enhance the customer turnaround time to solve complex to mid complex transactions thereby improving the customer journey as well as helping us meet our shareholders goals.
The Product Analyst in this role will be responsible for:
Driving and Supporting projects and strategies that would enhance our Case Management Capabilities
Driving and Supporting initiatives that enhance and optimize the next generation capabilities that will enhance customer & colleague experience
Using data and analytics to identify new and innovative ideas and enhancements that improve Self-service performance and existing processes
Taking these ideas from validated hypotheses to executed opportunities by driving projects/initiatives associated with these ideas
Successfully manage multiple projects and tasks concurrently.
Effectively collaborate/influence at all levels without having direct authority.
Support development of appropriate tracking and reporting to track product performance post launch in order to evaluate future investment.
Leadership Updates and timely updates to Stake holders
Minimum Qualifications
Project management experience with proven ability to partner with the business and technologies for project delivery in a matrix organization, and without direct authority
Agile and product ownership training, certification and experience
Proven analytical skills with the ability to interpret information and draw business insights and recommendations and drive implementations based on these recommendations
Ability to partner with other teams to identify testing opportunities, and validate their results and recommendations using Communications perspective and context
Strong decision-making skills and the ability to resolve complex problems independently
Exceptional attention to detail even as candidate simultaneously manages multiple projects
Excellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment
Proven ability to build partnerships with other teams
Strong presence, influencing and negotiating skills
High degree of comfort, agility, and resilience in a fast-paced dynamic, changing environment
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.