Analyst-Data Analytics
American Express
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
Global Complaints & Privacy Team is responsible for servicing & handling customer complaint channels across multiple international markets. The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices.
GC&P Analytics, Insights and Reporting Team leads reporting and analysis on the customer complaints data with the objective of converting them into meaningful insights & strategies for our business partners, enabling process improvements across businesses and enhanced customer experience as well as providing accurate and timely updates on complaints to the regulators. The team also closely work with Operations team to improve operational efficiencies.
This role will require collaboration with key stakeholders across GS Operations, Complaint Program Office, MIS & Analytics, Operational Risk, Capabilities, Audit Readiness etc.
Key Responsibilities include:
· Conduct research, including call listening and side-by-sides, to understand the full lifecycle of an interaction that results in a Complaint or Privacy concern.
· Work with key MIS and tech partners to build ODLs that encompass the full Complaints and Privacy journeys.
· Deliver Complaints regulatory reporting across markets with complete accuracy and timeliness.
· Proactively analyze Complaint and Privacy trends, undertake root-cause analysis and provide consultative support to stakeholders and partners.
· Build automated monitoring capabilities to allow near-real time alerts for out of pattern Complaints or Privacy concerns.
· Build self-service capabilities that allow business partners to access near-real time insights.
Minimum Qualifications
· Strong attention to detail – this is a highly regulated space with no room for error
· Excellent programming skills on Hive and Big Query
· Exposure to Python, familiarity with NLP will be an added advantage
· Experience working with, analyzing, and summarizing large data sets
· Ability to translate business needs into a comprehensive story with data
· Proven thought leadership, strong communication, relationship management skills
· Ability to work on multiple projects simultaneously, flexibility and adaptability to work within tight deadlines and changing priorities
Preferred Qualifications
· Experience working in GS or GTLS Operations
· Familiarity with call recording platforms (NICE, Nexidia, etc.), systems used by specialists (OPUS, GSP, etc.), and associated data
· Degree or certification in a quantitative field
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.