American Express Project Analyst II in India, India
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.
Global Servicing Network (GSN) delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, while providing world-class credit, collections and fraud services.
Disputes, as a business function, aims to deliver the world’s best customer experience every day by resolving Card Members & Merchants disputes effectively. We service over300000 card members every month with best in class VOCM. Withing this group, Dispute BI & Analytics team (CODES) ensures that all levels of the organization have the information they need, to understand their performance and the tools & capabilities to drive improved performance.
Purpose of the role:
Lead, develop & deploy cutting edge solutions which will be able to drive industry leading performance lifts. This will in turn require the candidate to exhibit expertise in data understanding through statistical analysis, decision support logic and data techniques.
Create best in class innovative solutions to drive process improvements by analyzing Card members feedback through VOCM analytics
Voice of the Customer implementation and program management
Design and lead new and emerging VoC programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and the closed loop process.
Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders
Inspire the organization to listen, understand and act on card member feedback as an effective data-driven storyteller
Customer experience analytics
Lead Customer Experience project to gauge the impact of customer experience on business results. Combine experience with operational and financial data to forecast the business value and ROI of customer experience improvement efforts, prioritize key initiatives and build strong business cases for actions based on experience insights.
Analyze customer feedback from multiple data sources to determine top-line results, significance of trends and impact on business and Card member Critical Factors to Success:
Build efficient and automated data solutions for accurate and timely insights
Visualize & simplify end to end card disputes journey experience
Reduction in Manual processing and data creation hours – Leverage new tools and techniques to drive Self servicing
Partner with Big data team in defining accurately the ODLs
New innovative ideas to improve performance and Customer & Merchant experience
Strive to eliminate demand, improve automation and reduce write offs for disputes resolution
Leverage external best practices for keeping the disputes process relevant
Align to a culture of continuous improvement, innovation and waste elimination
2 Years of relevant experience
An enthusiastic person with “go-getter” attitude who can drive results on simultaneous, multiple tasks
Demonstrates analytical and systematic approach to problem solving and comfortable working with large sets of data.
Absorb new technical information, business acumen, and apply it effectively.
Ability to clearly communicate complex messages, both in writing and verbally
Able to coordinate efforts across and resources within and across team to deliver on the goal
Bachelor's Degree in any field
Experience in research, statistics, data modeling, Machine learning/ AI a plus
Strong analytical skills, maturity, good judgment, positive/independent/ structured approach
Should be able to operate in a Global environment
Ability to understand Omni-channel experience(s)
Strong knowledge of Microsoft Suite(Expertise in Excel, Word & Power-point)
Statistical analysis and modeling techniques(e.g., regression, cluster analysis, segmentation) a plus
Basic understanding of Hive/ SQL required
Python/ R/ SAS knowledge a plus
Digital mindset and basic understanding of systems and automation tools like Machine Learning, AI, etc.
Knowledge of Platforms:
Big Data/ Cornerstone/ YellowBrick
Tableau/ Power BI a big plus
Any other platforms/ tools used are open for discussion
Put Enterprise thinking first
Be a strong team player
Make Collaboration essential
Seek regular coaching and feedback
Communicate frequently, candidly and clearly
Make decisions quickly and effectively
Live the blue box Values
Enterprise Leadership Behaviors
Set the agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
Bring Others with You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
Do It the Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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.
Primary Location: India-India
Other Locations: India-Haryana-Gurgaon
Req ID: 21029129