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.
Description:
The mission of American Express is to provide the world’s best customer experience every day. Your role is to support the Global Servicing Group with delivering on our promise to each and every customer. Our Global Servicing Group centers across the globe consist of over 36,000 team members who work within multiple lines of business including, the Customer Engagement Network, Corporate, Merchant Services, Credit & Fraud both in American Express proprietary sites and through a network of external partner sites. The Global Capacity & Contact Management (GCCM) Team’s vision is to be “A World Class, Global, Short-Term Planning & Real-Time Management Team enabling Relationship Care® through Resource Optimization & Abandon Rate Consistency”.
An exciting opportunity exists within Global Capacity & Contact Management on the Planning & Data Intelligence team (PDI). This role will support global reporting and analytics within GCCM organization in support of all Global Service Group Lines of Business to improve and enhance the reporting & analytics ecosystem through automation, standardization, self-service & generating proactive insights. Maintaining current reporting infrastructure and/or creating a formal and structured process to deal with large & multiple data sets.
Key Responsibilities:
- Help to define Planning & Data Intelligence data architect strategy and roadmap
- Analyze current reporting structure within GCCM and seek to Standardize and Scale-up it through automation and self-service functionalities (Online Tableau Server)
- Collaborate with business partners to create new reporting within the Tableau platform that is currently unavailable
- Strong analytical skills and an innovative approach to solving both practical and theoretical problems and a tremendous will to win
- Sound knowledge of Machine learning algorithms / statistics / data mining and research methods
- Work with trusted partners within other departments (including but not limited to, GCCM, MIS and other GOCM departments)
- Build and manage key performance indicators for the business while actively promoting awareness to build efficiency and effective self-servicing for internal partners
- Provide reporting as on-demand to senior leadership
- Coordinate the development of new dashboards, perform testing, data validation, create required documentation, and training to help with the adoption of the tool
- Research external GCCM and Amex to bring new ideas with an innovation mindset
- Provide proactive feedback to provide a robust reporting & analytics ecosystem
Minimum Qualifications:
- Bachelor’s degree or equivalent combination of education and work experience
- Expert knowledge and experience with VBA, SQL, Cornerstone, Hive and Python.
- Knowledge of workforce management KPIs & reports building using Tableau Tool will be add on
- Hands-on expertise using statistical analysis and data manipulation software/tools (e.g. SAS, SQL, and Big Data analytic techniques).
- Highly developed analytical and problem-solving skills
- Expert understanding of call center management principles and call delivery principles
- Demonstrated ability to perform deep dive analyses of key performance indicators and provide solutions/recommendations. Strong attention to detail and analytical mindset
- A good balance of technical knowledge and business acumen with a proven track record of driving innovation and business metrics with a customer-first mindset
- Loves dealing with fast pace, changing needs, and limited resources.
- Outstanding written & verbal communication skills in English
- Self-motivated and have the will to win
- Ability to collaborate and influence across organizational lines and at all levels
- Ability to work under pressure; able to manage multiple tasks and changing demands with minimum supervision
- Strong interpersonal skills to develop and nurture shared ownership in process/project and business goals
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
