Complaints and Customer Experience Analyst

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.

How will you make an impact in this role?

This role is responsible for supporting the Fraud Customer Experience Team by analyzing Executive Complaints and Customer Journeys, recommending enhancements to the journey, influencing with our partners to gain alignment, and advocating for Fraud Servicing needs to improve both the Card Member
and Colleague experiences. As a Customer Experience Project Analyst, you will be able to influence our partners by establishing & demonstrating strong working relationships with product owners, production leaders, project partners (Operations, Regulatory Strategy, GLKM, MIS, Legal/Compliance) to ensure that Frauds operational needs are accounted for and that the execution of initiatives is detailed, with potentially negative impacts minimized and opportunities to realize expected benefits enhanced.

Job Responsibilities:

• Lead projects and initiatives related to Complaints, Fraud Customer Advocacy, and
  the Card Member Experience workstream.

• Analyze, report, and track themes, areas of opportunity, and progress.

• Lead execution of strategic projects for Global Fraud, end to end, across different regions.

• Analyze Executive Complaints and Customer Journeys

Minimum Qualifications

• Ability to influence others without direct authority and to challenge the status quo appropriately.

• Strong and demonstrated relationship-building and exceptional verbal and written skills.

• Strong project management, thought leadership, decision-making skills, and the ability to resolve complex problems required.

• Managing multiple complex projects simultaneously.

• Prepares presentations and project performance analysis.

• Proven track record to develop a detailed project and execution plans (tasks, dependencies, timelines, etc.)

• Excellent stakeholder management skills and the ability to influence both laterally and upwards across business units.

• Strong MS Office experience: PowerPoint, Excel, Visio & Outlook.

• Knowledge of the AMEX Fraud environment and experience with Fraud Operations required 

• Knowledge of the AMEX Fraud environment and experience with Fraud Operations within the last 5+ years required 

• Ability to demonstrate a strong understanding of the Customer Journey & Fraud servicing experience to provide input into key servicing requirements
   

Preferred Qualifications

• Experience with Project management tools preferred.