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.
How will you make an impact in this role?
In this role, the incumbent will be part of GSG Servicing MIS team. He / She will apply data mining and advanced analytics monitor shift in customer behavior. The team works in close collaboration with Servicing strategy and Transformation team.
The incumbent will work towards creating and owning analytics framework that help track shifting trends in channel of choice for self-servicing and CCP assisted servicing.
Additionally create and manage reporting for leadership that can assist in planning. This role requires candidates with analytical bent of mind and exceptional quantitative and problem-solving skills. Prior experience in analytics roles is desirable.
Responsibilities / Purpose of the Role:
·Deliver strategic analytics focused on customer interactions across the servicing channels.
·Gain deep functional understanding of customer experience journeys with purpose of identifying and reporting points of friction.
·Define and build key KPIs to monitor key parameters with objective of tracking shift in customer behavior.
·Build and monitor MIS infrastructure (Data Pipelines, Business Logics, Dashboard) for quick access of KPI's and other analytics needs.
·Support partners in strategy team to measure performance of pilots and other initiatives to improve customer experience.
·Providing Analytical & Decision Support across GSG through advanced analytics (from sourcing to staging data, generating insights to exposing them for consumption via reporting platforms/strategy implementation
·Enabling business user self-service through creation of MIS capabilities.
Preferred Qualifications:
1.Strong analytical/conceptual thinking competence to solve unstructured and complex business problems and articulate key findings to senior leaders/partners in a succinct and concise manner.
2.Strong programming skills are preferred. Some experience with Big Data programming languages (Hive, Spark), Python, SQL.
3. Detail-orientation with an ability to prioritize and meet deadlines.
4. Ability and willingness to work with partners across time zones.
Good to Have:
5.Candidate with understanding of cloud concepts – GCP & Big query will be preferred.
6. Experience with Tableau or any other BI tool is a big plus.
7. Experience in large data processing and handling, understanding in data science is a plus.
8.Basic knowledge of statistical techniques for experimentation & hypothesis testing, regression, t-test, chi-square test.
Past Experience:
· Preferably a minimum 2 years' experience with at least 2 years in Quantitative Business Analysis/Data Science with experience in handling large data sets
Academic Background:
· Bachelor's Degree or equivalent, preferably in a quantitative field
· Post-graduate degree in a quantitative field will be an added advantage
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.