Manager-Data Analytics

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.

The objective of the GTLS MIS & Analytics team is to ensure that all levels of the organization have the information they need to understand their performance and the tools & insights to continuously improve performance.

This is a fantastic opportunity for someone passionate about data & analytics with an interest in the travel industry. In this role, the candidate will lead MIS and strategic analytics for Global Travel & Lifestyle Servicing (GTLS), working closely with GTLS strategy team and operations teams. The candidate will be responsible for delivering actionable insights to shape the future of Voice analytics and drive improved business performance. The ideal candidate will have a strong eye for detail, a data-driven attitude and excellent problem-solving skills.

• Deliver data-driven insights to help shape the Voice channel strategy for GTLS.

• Work closely with Operations leaders and the strategy team to further develop existing ideas, prioritize them, and analyze them.

• Conducting various analyses and providing thought leadership to identify new ideas that lead to improved efficiency and customer experience in our Inbound Contact Center.

• Collaborate with partners across the MIS and Analytics organization to continue the development of new ODLs that will shape how we systematically identify call intents

• Synthetize results into a compelling story for various partners and leadership.

• Leverage Big Data along with various data analysis tools & techniques to find opportunities for operational efficiency and drive automation.
   

Minimum Qualifications:

• 4+ years of experience in data and business intelligence.

• Experience in query performance tuning skills using SQL (Hadoop and Big Query)

• Experience and a strong understanding of call center operations and performance metrics.

• Strong analytical & problem-solving skills, including ability to quickly synthesize complex information to provide business insights.

• Proven ability to drive the agenda and influence key partners to achieve optimum business results.

• Flexibility to quickly adapt to a dynamic and changing environment. Ability to re-focus according to strategic priorities.

• Critical skills include proficiency with analytical and process improvement tools and techniques, strategic thought leadership, strong negotiation skills and data mining skills to generate rich insights

• Excellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment are required.

Preferred Qualifications: 

• Exposure to data visualization tools especially Tableau, Power BI

• Prior GTLS experience, business knowledge or exposure to travel industry

Salary Range: $103,750.00 to $174,750.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimate