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Function Description:
TLS MIS & Analytics (within GSG) team has grown significantly in the last few years. It provides significant analytical and reporting support to T&LS stakeholders in US and 22 international markets. The TLS MIS & Analytics team leads endeavors that supports business strategic priorities by providing next gen MIS and leveraging advanced analytics and decision science. The team utilizes an array of tools and ever-evolving technology to understand CM sentiment, Servicing team performance, CM spending behavior, Business profitability and identifying disruptions to customer experience. These analytics are used for key business decisions made across the customer life cycle to accelerate profitable business growth.
How will you make an impact in this role?
Purpose of the Role:
The candidate will be part of TLS MIS & Analytics team in GSG. The main objective of the TLS MIS team is to improve the TLS servicing channel and optimize it without affecting customer experience. Incumbent will enable a strong decision support model to equip TLS leaders with relevant and critical business insights through best-in-class MIS and analysis, enabling them to make well-informed strategic decisions.
Responsibilities:
• Create and maintain next gen MIS that empowers Regional/Market GMs and executive SLT to make informed strategic decisions to enhance TLS servicing channel and elevate customer experience.
·Provide data support and analytical solutions to stakeholders and TLS leadership through the use of advanced analytics – e.g. NLP, Clustering, segmentation, predictive modeling, and customer targeting techniques.
·Strengthen foundation by exploring bigdata platforms (CS, etc.) for new tables/missing metrics.
·Partner and collaborate with multiple teams and create insights/MIS that will help stakeholders to understand overall performance of servicing team.
·Craft a compelling PowerPoint narrative that effectively communicates your analysis to stakeholders, ensuring that it is easily comprehensible.
·Translation of complex analytical output into easily digested insights with clear recommendations
·Develop new and enhance existing models by leveraging best-in-class modeling techniques.
·Identifying opportunities for new automated & custom analytics solutions around all areas of the customer journey and servicing touchpoints.
·Develop advanced understanding of data sources and potential usage scenarios.
·Identify new technologies and capabilities that can advance and future proof analytical solutions.
Past Experience:
3+ years with relevant experience in Analytical/Modeling Skills with 2+ years in data modeling and MIS
Experience in Travel Industry or WFM is preferred
Academic Background:
Graduate/Post Graduate in Statistics/Mathematics/Economics/ Engineering/Management
Technical Skills/Capabilities:
·Experience in big data query and analytical tool such as hive, Yellow bricks, MLS
·Experience in visualization tools such as Tableau or Power Bi is preferred.
·Expertise on Machine Learning/Information Retrieval/Artificial Intelligence/Text Mining (NLP)
• Extensive Exposure of MS tools advance MS Excel, PowerPoint, MS Access
Critical Factors to Success:
Business Outcomes:
• Business Outcomes: Drive Revenue growth and profitability through advanced analytical techniques; Innovation in use of Modeling Techniques and Variable creation
• Strategic Thinking: Ability to adopt a broad perspective and link business strategies to specific initiatives
• Analytical Thinking: Comfortable working with large quantities of data and have excellent analytical and problem-solving skills set
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
• Lead with a digital mindset and deliver the world's best customer experiences every day
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.
