You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
As part of our vision to provide the world's best customer experience every day, the Global Services Group (GSG) within American Express plays a critical role by setting "THE" standard for customer experience that our customers rely on and by committing to put our customers first as our top business imperative. Within GSG, the Customer Listening team has created a Center of Excellence (COE) aimed at supporting Voice of the Customer (VOC) needs across the enterprise and is looking for dedicated colleagues to lead the technical enablement for Conversational Analytics Solutions through the Qualtrics platform.
In this role, the Analyst - Conversational Analytics Delivery will support in identifying and delivering key insights using the Conversational Analytics tool. 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
Minimum 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
- Strategic thinker who has a curious mindset and able to work in a “white space” environment to improve/transform processes
- A strong customer first mindset with a pulse on the external landscape including trends and consumer insights
Preferred Qualifications
- Strong oral and written communication skills including storyboarding/PowerPoint
Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
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