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Senior Business Systems Analyst
2 months ago
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.
The Senior Data Analyst (Sr Business Systems Analyst) role on the Strategy, Transformation & Capabilities team will be responsible for analyzing strategies in the delivery of breakthrough innovation and transformational initiatives for American Express Global Services Group. The key focus of this role is on improving the efficiency of operational inbound contact center processes globally, and delivering improvements in the customer experience.
Responsibilities include:
Query and analyze large sets of data to draw conclusions and create GSG business strategies that drive demand reduction or customer servicing treatments that align with STC priorities.Analyze servicing process opportunities such as Voice Response performance, Contact Delivery/Routing, and Customer demographics.Conducting various analyses and providing thought leadership to identify new ideas that lead to improved efficiency and customer experience in our Inbound Contact Center. Support the business with process mapping, identification of process improvements opportunities, feasibility studies, demand management efforts, and defect eliminations for the purposes of generating cost-savings and improving customer satisfaction. Work closely with Operations leaders and Project Managers to further develop existing ideas, prioritize them, and implement them. Develop cost-benefit analyses and prepare business presentations to share with leadership and gain buy-in.Minimum Qualifications: Bachelor Degree in Analytics, Industrial Engineering or Process Improvement or Computer Science related is required Working experience with extracting and analyzing data from databases to uncover insights.Creative thinking, including the ability to identify patterns and propose unconventional solutions to long-standing business problems, and ability to act as a catalyst for change.Must be an outstanding analytical thinker and problem solver, comfortable working with data and able to resolve complex problems independentlyKnowledge on big data technology Self-starter and naturally curious about finding transformational and customer experience improvement opportunitiesCritical skills include proficiency with analytical and process improvement tools and techniques, strategic thought leadership and execution skills, strong negotiation skills and data mining skills to generate rich insightsExcellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment are required Preferred Qualification:Master Degree in Analytics or Process Improvement or Computer Science related fieldsIndustry Experience as Project/Data Analyst with a track records of pulling, manipulating, processing and developing meaningful insights from large datasetsCoding proficiency in R or PythonUnderstanding or experience with Data Mining and Machine Learning Algorithms Query performance tuning skills using SQLExperience with using Big Data Technology including Hadoop and Hive Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. 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 6% Company Match on retirement savings plan Free financial coaching and financial well-being support Comprehensive medical, dental, vision, life insurance, and disability benefits Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 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 For a full list of Team Amex benefits, visit our Colleague Benefits Site. 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. 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. US Job Seekers/Employees - Click here to view the "Know Your Rights" poster and the Pay Transparency Policy Statement. If the links do not work, please copy and paste the following URLs in a new browser window: to access the three posters.Non-considerations for sponsorship:
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
