American Express is a well-established company with a long history of innovation and a commitment to its customers and employees. The Business Data Analyst role focuses on providing analytical support to improve the efficiency and effectiveness of the Travel and Lifestyle Services operational contact center processes through data analysis and process improvement initiatives.
Query and analyze large sets of data to draw conclusions and make recommendations to the business using statistical models and data mining techniques combined with business and operational knowledge.
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 the 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.
Qualification
Required
Bachelor’s Degree in Analytics, Industrial Engineering, Process Improvement or Computer Science related is required.
Query performance tuning skills using SQL.
Experience in using advanced data analytics tools to perform analysis and uncover the insights.
A creative and innovative professional with strong analytical background.
Self-starter and naturally curious about finding transformational and customer experience improvement opportunities.
Critical 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 insights.
Excellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment are required.
Ability to create professional presentations that are simple, easy to follow and powerful enough to influence stakeholders on business decisions.
Preferred
At least 2-3 years of working experience in Analytics or Process Improvement.
Industry Experience as Project/Data Analyst with a track record of pulling, manipulating, processing, and developing meaningful insights from large datasets.
Proficiency in Tableau or PowerBI.
Understanding or experience with Data Mining and Machine Learning Algorithms.
Experience with using Big Data Technology including Hadoop and Hive.
Benefits
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
American Express is a financial services company that provides credit cards, charge cards, payment solutions, and related services.
