Analyst-Data Analytics

Global Complaints & Privacy Team is responsible for servicing & handling customer complaint channels across multiple international markets.  The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices.

GC&P Analytics, Insights and Reporting Team leads reporting and analysis on the customer complaints data with the objective of converting them into meaningful insights & strategies for our business partners, enabling process improvements across businesses and enhanced customer experience as well as providing accurate and timely updates on complaints to the regulators. The team also closely work with Operations team to improve operational efficiencies.

The Analyst-Data Analytics will work directly with customers and regulators to achieve s. This is a high-profile role with frequent interactions with senior leaders.

• Conduct research, including call listening and side-by-sides, to understand the full lifecycle of an interaction that results in a Complaint or Privacy concern

• Partner with colleagues from Global Servicing and other business units to help identify root cause of complaints

• Compile results of analysis and create insights packages for various business units and markets

• Assist with validation efforts on model and Gen AI work to enhance our complaints insights

• Support Regulatory, Operational, and ad-hoc reporting as required

• Strong Expertise in SQL and Google Big Query

• Strong attention to detail – this is a highly regulated space with no room for error

• Experience working in GS or GTLS Operations

• Familiarity with call recording platforms (NICE, Nexidia, etc.) and systems used by specialists (OPUS, ISP, etc.)

• Proven thought leadership, strong communication, relationship management skills

• Ability to work on multiple projects simultaneously, flexibility and adaptability to work within tight deadlines and changing priorities

Preferred Qualifications:

• Experience with Global Complaints and Privacy data 

• Experience working with, analyzing, and summarizing large data sets

• Experience in Data Visualization Tools

• Experience with reviewing output of Gen AI tools or validating model output

• Proficiency in reading additional languages (Spanish or French preferred)

• Degree or certification in a quantitative field

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.