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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.
TLS MIS & Analytics (within GSG) team has grown significantly in the last few years. It provides significant analytical and reporting support to T&LS stakeholders in US and 22 international markets. The TLS MIS & Analytics team leads endeavors that supports business strategic priorities by providing next gen MIS and leveraging advanced analytics and decision science. The team utilizes an array of tools and ever-evolving technology to understand CM sentiment, Servicing team performance, CM spending behavior, Business profitability and identifying disruptions to customer experience. These analytics are used for key business decisions made across the customer life cycle to accelerate profitable business growth.
How will you make an impact in this role?
The candidate will be part of TLS MIS & Analytics team in GSG. The main objective of the TLS MIS team is to improve the TLS servicing channel and optimize it without affecting customer experience. Incumbent will enable a strong decision support model to equip TLS leaders with relevant and critical business insights through best-in-class MIS and analysis, enabling them to make well-informed strategic decisions.
- Deliver comprehensive performance reporting and Insights to help the leadership team and individuals evaluate and drive business performance.
- Partner with functional leaders, Strategic Business Partners and senior leaders to remove friction points, ensure data integrity for reporting and insights to fulfill business requirements and enable actions.
- Understand complex operational systems and business intelligence tools, platforms for developing efficient , insightful products and offerings for customers
- Devise process improvement tools and methodologies that will ensure flawless delivery exceeding customer expectations.
- Evolve reporting to meet key business priorities, engage early on with stakeholders, gain buy in for implementing proposed solutions. Translation of complex analytical output into easily digested insights with clear recommendations
- Leverage best practices internally and bring outside-in perspective to deliver best of breed reporting and insights
Minimum Qualifications
- 3-7 years relevant experience with excellent knowledge Reporting and Visualization tools.
- Graduate/Post Graduate in Statistics/Mathematics/Economics/Engineering/Management
Platforms:
- Big Data Platforms: Cornerstone, Lumi / Google Cloud Platform (GCP)
- Visualization Platforms (Dashboard Creation): Tableau, Power BI
- Advanced MS Office Suites: Word, Excel, PowerPoint, Access
- WFM Tools (Preferred) : Genesys, IEX, Aspect, Avaya
Technical
- Analytics & Insights & Targeting
- SQL/HQL, Python
- Advanced data manipulation & automation skills
- Data visualization
- Exposure to Big data environment & tools
- Basic Statistical Knowledge: Hive/ML techniques
Preferred Qualifications
- Strong Experience in SQL, Hive, Tableau, and Python
- Someone who can research, analyzes, and interprets data to help the company make informed decisions. This role involves conducting data research.
Business Outcomes:
- Ensure timely and accurate reports by setting up the right processes to build, publish, and track business performance.
- Provide business units with performance reports and data support.
- Offer insights on trends, predictions, and actions that improve productivity.
- Automate and standardize reporting processes.
Leadership Outcomes:
- Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
- Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
- Demonstrate learning agility, make decisions quickly and with the highest level of integrity
- Lead with a digital mindset and deliver the world’s best customer experiences every day
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 work arrangements and schedules with hybrid and virtual options with Amex Flex
- 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.
