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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.
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Function Description:
With more than 5M records received from different sources of Call , chat & survey transcript customers every year across the consumer, commercial and merchant space, the Customer Listening team across GSG , GABM, GCS 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.
The Senior Data Architect will support the transformation and innovation
of the end to end Voice of the Customer process.
Among the responsibilities of the role include: support the development and maintenance of the new Voice of the Customer process sourced from Cornerstone and integrated with the survey and dashboard platform hosted by Qualtrics-our survey vendor. This person will work closely
with product and process owners, subject matter experts from Qualtrics and the
agile team in Technologies.
Responsibilities:
· Individuals would work closely with the application teams to define, frame and capture business needs.
· Developing understanding of Voice of the Customer data pipeline processes and leveraging the same to define and transform the data in the Cornerstone Big Data Platform.
· Design and build robust data model architecture to support optimal data processing and standardized metric definitions.
· Enable Big Data and batch/ real-time analytical solutions leveraging transformational technologies (Hadoop, HDFS, MapReduce, Hive, Spark and Python) to deliver innovative solutions ensuring data quality and accuracy through intensive testing at variable and use case level.
· Provide recommendations to enhance capabilities to drive efficiency in computing applications using Big Data ecosystem.
· Drive user story analysis & elaboration, design and development of software applications, testing & builds automation tools.
· Proactively identify and automate manual tasks to improve quality and efficiency.
· Role involves working closely with partners from Qualtrics/XM Discover and AET to prioritize, define, develop and test the data for various use cases as part of the VOC end to end process.
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:
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.