Analyst-Data Analytics
American Express · Posted Sep 29
Banking, credit card, payment network, and travel services
Get a personal compatibility score
Add a resume for personal matches
About the role
The Global Complaints & Privacy Team at American Express services and handles customer complaint channels across multiple international markets, ensuring resolution of customer outcomes, identifying key trends across geographies, and maintaining compliance with international regulations and practices. The GC&P Analytics, Insights and Reporting Team leads reporting and analysis on customer complaints data, converting it into insights and strategies for business partners, operations, and regulators. The Analyst-Data Analytics will work directly with customers and regulators, conducting research and analysis to identify complaint root causes, build insights packages, and support regulatory and operational reporting.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
Benefits and support
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
Business Travel Executive
American Express Launches 'Next Generation' of Amex Corporate2026-10-01
American Express IR
American Express Declares Regular Quarterly Dividend on Common Shares2026-09-28
American Express IR
American Express Reports Second-Quarter 2026 Financial Results2026-07-24