الوصف الوظيفي
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
Function Description:
With more than 3 million surveys received from customers every year across the consumer, commercial and merchant space, the Customer Listening team within the GSG Global Services Group is responsible for managing the end-to-end Voice of the Customer process. This process includes design and programming of the customer experience surveys which consist of 40+ studies translated in over 10 languages and delivered in more than 20 countries.
Purpose of the Role:
The Senior Data Architect will support the transformation and innovation of the survey experience our customers follow when they receive our GSG Global Services Group Customer Experience surveys. Among the responsibilities of the role include design, program and test new survey methodologies, questions and channels; modify existing surveys and build/maintain existing dashboards in the Qualtrics platform. This person will work closely with product and process owners, subject matter experts from Qualtrics.
Key Responsibilities:
Implement standard processes in survey design across a variety of use cases and industry verticals
Prepare dashboards and analyses that enables users to gather insights and self service
Monitor health of the process to ensure survey and dashboard platforms are fully functional; report and take actions when risks or issues arise
Integration and launch of new projects which involve survey design, programming, testing and implementation as well as the relevant dashboards and reports of survey responses and survey process.
Work closely with internal team members, Qualtrics vendor, and business partners across different verticals to understand requirements as well as support with Qualtrics expertise as needed
Minimum Qualifications-
Expertise in survey scripting and data reporting platforms a must, proven experience building surveys and dashboards. Experience on the Qualtrics platform is a big plus.
Prior coding experience (Matlab, R, Python, VB, Java Script, CSS, HTML, etc.)
Experience with Tableau, APIs and Salesforce integration is a big plus
1-2 years of experience in the SaaS (Service as a software) industry is preferred.
Comfortable in a fast-pace, unstructured, and highly competitive environment.
Detail-orientation with an ability to prioritize and meet deadlines.
Ability and willingness to work with partners across time zones and in several different countries and markets.
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.
