Research Operations and Relationship Management

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

As part of our vision to provide outstanding customer experiences, the Global Services (GS) within American Express plays a meaningful role in setting "THE" standard for customer experience that our customers rely on and place our customers first as our top business imperative! Within GS, the Customer Listening Team has created a Center of Excellence (COE) aimed at supporting Voice of the Customer (VOC) needs across the enterprise and is looking for a dedicated colleague to join the team. 

As part of our vision to provide outstanding customer experiences, the Global Services (GS) within American Express plays a meaningful role in setting "THE" standard for customer experience that our customers rely on and place our customers first as our top business imperative! Within GS, the Customer Listening Team has created a Center of Excellence (COE) aimed at supporting Voice of the Customer (VOC) needs across the enterprise and is looking for a dedicated colleague to join the team.

In this role, the Manager will work closely with a team of Research Relationship Analysts to support the Business Units in their efforts to collect feedback from customers (e.g., NPS studies, Ad-hoc, or transactional surveys) as well as act as the subject matter expert for survey, reporting and dashboard development within Amex’s enterprise survey platform, Qualtrics.

Key Responsibilities but not limited to:

• Lead a team of 3-5 analysts that support the VOC COE relationship with internal Business Partners including day-to-day management of NPS programs, ad-hoc research and behavioral data solutions.
• Manage survey related needs like developing or maintaining surveys/studies, creating or adjusting reporting/dashboards, and leveraging Big Data to enhance research.
• Collaborate with business partners, technical internal support team, market research agencies and Qualtrics technical support team to ensure programs run efficiently.
• Monitor program metrics and raise critical program concerns with relevant support teams (Technologies, Qualtrics, etc.) to mobilize resources and resolve issues.
• Support cross-functional initiatives that will improve the overall customer experience and facilitate enterprise experience management.

• Build expertise in CX and journey management best practices and apply that knowledge via the Qualtrics XM platform.

Minimum Qualifications:

• A true passion for improving customer experience.
• Must possess 3 years minimum work experience.
• Professional experience in a highly analytical role such as business intelligence/analytics.
• Strong skills in data management, analysis, and deriving actionable insights.
• Strong organizational and project management skills.
• Experience with managing and collaborating with 3rd party vendors.
• Comfortable building and managing relationships across our global enterprise.
• Strong negotiation and influencing skills.
• Positive “roll-up your sleeves” attitude, proactive, customer first mindset, and comfo