Project Analyst I

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?

The Global Partner & Operational Support group is the global third-party Center of Excellence for Voice Servicing and Marketing globally. The organization is focused on driving the world’s best customer experience and enabling business growth through strategic partnerships at the right margins with uncompromising risk and control standards. The team is comprised of GCS & CPS Marketing, Partner CEN Voice & Chat, Fraud, Merchant, Membership Rewards Fulfilment, Amex Assurance Company, Amex Savings & Enterprise Bank Servicing and Central Infrastructure. GPOS is responsible for end to end third party life cycle management for their partners including: planning & implementation, supplier governance, risk and information security monitoring and controls. 

GPOS is seeking an exceptional candidate for the role of Project Analyst who will report to the Manager of Project Management. Critical to the role is intellectual curiosity, a proactive nature, attention to detail, comfort with data & financials, and strong work ethic.  The GPOS Project Analyst will provide support during the end-to-end PMO/GPOS management of configuration and capabilities projects impacting GPOS programs at Third Parties and/or prop locations.  To do this successfully, the analyst will need to build a deep understanding of the GPOS business model and programs, have excellent project management/organization/analytical skills and good relationships at all levels. This role will also look for efficiency opportunities with internal and vendor partner resources to continuously enhance the Project Lifecycle Management experience.

This role may be subject to additional background verification checks.

Key responsibilities will include:

 General Project Management & Analysis:

• • Support the PSIM Project Management team with day-to-day activities, documentation, and communication, related to GPOS Configuration, Capabilities, Exits or other strategic projects.
  • Work in close collaboration with process owner teams, vendor partners, technologies, and MIS COE to ingest/leverage program/process data.
  • Use data and journey analysis to influence stakeholders on customer and agent experience improvements that will drive results.
  • Collaborate with stakeholders on process improvement ideas for the Project Lifecycle Management process and lead any necessary change management efforts. 

Qualifications the team is searching for: 

·         Strategic Vision:

• •        Ability to understand project lifecycle/implementation steps and expected results of business strategies.
  •      Flexibility, adaptability, to change and ability to anticipate changes in business strategy and recognizing the implications of changes in business strategy.

·         Business Acumen:

• • Ability to understand business process complexities, revenue drivers, and analyze data to provide process/operational improvements.
  • Ability to properly prioritize competing business demands and accurately translate business requirements into trackable tasks.
  • Strong relationship building, external and internal Amex, & networking skills with ability to influence and drive conversation.
  • Proactively identify project interdependencies and provide accurate project effort estimations.
  • PMP or Project Management experience (Waterfall, Agile, etc.) highly preferred.
  • Call center management - systems, methods, reporting – experience highly preferred.
  • Knowledgeable / Experience in 3rd Party Management a plus.

·         Internal Communication:

• • Ability to present ideas in an organized, structured, concise and focused manner.
  • Coordinating project delivery with the Project Management Office & multiple project delivery teams.
  • Ability to identify, both proactively/reactively, & mitigate risks effectively.
  • Setting realistic business expectations for project delivery.

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.