American Express Hiring for Business Analyst I at Salt Lake City, Utah Full Time

Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually

The Global Partner & Specialty Servicing 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, Fraud, Merchant, Membership Rewards Fulfilment, Amex Assurance Company, Amex Savings & Enterprise Bank Servicing and Central Infrastructure. GPSS 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.

GPSS is seeking an exceptional candidate for the role of Business Analyst who will report to the Manager of Reporting and Analytics. Critical to the role is intellectual curiosity, a proactive nature, attention to detail, comfort with data & financials, and strong work ethic. The GPSS Business analyst will work within a team that support business requirements via accurate reporting delivery and ad hoc analytical requests. To do this successfully, the analyst will need to build a deep understanding of the GPSS business model and programs, have excellent analytical skills and good relationships at all levels. This role will also look for automation opportunities with internal and vendor partner resources to continuously enhance the agent and customer experience.

Key responsibilities will include:

• General Reporting and Analysis:

• Support the Reporting and Analytics team with day-to-day activities related to business analytics, data mining and reporting

• 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 reporting and dashboard needs to continuously improve availability of relevant data

Minimum Qualifications:

• Experience in call centre management – systems, methods, reporting (Highly Preferred)

• Knowledgeable / Experience in 3rd Party Management a plus

• Experience in reporting/data analytics role (accessing, querying, analysing complex datasets across multiple business processes/platforms)

• Working knowledge of big data environment and related tools (Cornerstone and Hive, Python, MLS).

• Experience with Microsoft Access, Excel, VBA.

• Experience with visualisation products (Tableau or similar).

Qualifications

• Bachelor’s Degree or 2 years of work experience.

• Experience in call centre management – systems, methods, reporting (Highly Preferred)

• Knowledgeable / Experience in 3rd Party Management a plus

• Experience in reporting/data analytics role (accessing, querying, analysing complex datasets across multiple business processes/platforms)

• Working knowledge of big data environment and related tools (Cornerstone and Hive, Python, MLS).

• Experience with Microsoft Access, Excel, VBA.

• Experience with visualisation products (Tableau or similar).

In order to work in or visit any of our offices in the United States, we require colleagues to be fully vaccinated against COVID-19.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

US Job Seekers/Employees – Click here to view the “ EEO is the Law ” poster and supplement and the Pay Transparency Policy Statement . If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

Job: Finance

Primary Location: United States

Schedule Full-time

Req ID: 22003909