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.

Manager – VOC Conversational Analytics

The Customer Listening Team sits within MIS and is part of the GSEC organisation. Our team measures and represents the voice of our customers across Global Servicing, ensuring feedback is captured through the global multichannel Voice of the Customer (VoC) program, consisting of surveys and NLP Conversational Analytics of customer interactions. In addition to the VOC program, we also own the relationship with Qualtrics (our third-party partner) and explore external industry best practice in the CX field.

In this role, the Manager - Conversational Analytics will support in managing strategic relationships with Enterprise stakeholders, program scoping and identifying and delivering key insights using XM Discover. In addition, the colleague will act as a subject matter expert in the American Express Conversational Analytics Language Models, and the data enrichments available in the platform (Effort, Sentiment, Emotion, etc.). This role requires collaboration with multiple stakeholders (use case owners, relationship managers, Qualtrics developer, AET, among others).

How will you make an impact in this role?

• Assist in managing the VOC COE relationship with Qualtrics XM Discover Team, including but not limited to, production support, issue management, and analytical work streams
• Act as the subject matter expert for XM Discover, providing impactful and actionable insights to various VOC initiatives
• Identify, develop, and demonstrate multi-functional initiatives across various Customer Journey touch points that will proactively improve the overall customer experience
• Understand challenges, and industry trends, consult and help internal business partners achieve their VOC-related objectives
• Use data-driven CX insights to ensure the world's best customer experience every day for the American Express Customer Base
• Understand American Express business objectives and align VOC COE initiatives to achieve and progress those objectives for the success of the American Express Customer Base

Qualifications

• 3+ years of text analytics, market research, project management, consulting or similar relevant experience
• Impeccable project management skills. Demonstrated ability to organize others to action, hit deadlines, and drive outcomes
• Comfortable managing relationships across the enterprise independently (including negotiation and influence skills)
• Positive “roll-up your sleeves” attitude, a proactive approach, and comfort with agility
• Strong analytical skills, with the ability to interpret data and understand complex processes, provide meaningful insights, and deliver relevant analyses across complex and dynamic business
• Strong oral and written communication skills including storyboarding/PowerPoint