Senior Analyst - Data Analytics (Reporting And Advance Excel)

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 #TeamAmex and lets lead the way together.
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The Global Servicing and Enablement (GSOE) is comprised of several interconnected departments which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world’s most respected service brand. As part of GSOE, Operational Excellence is a global team performing key business strategies and priorities, driving adherence to internal and regulatory policies while delivering a seamless customer experience. This position is part of the AXP Complaint Program Governance (CPG) in the GSOE Operational Excellence Group. CPG has the responsibility for complaint program governance and oversight of U.S. Affiliate and Business Unit’s complaint processes and programs, ensuring that the Affiliates and Business Units meet evolving regulatory requirements pertaining to consumer complaints. This position will be a part of the AXP CPG Reporting Team.
The Role:
The Senior Analyst will report to the CPG Reporting Manager and play a pivotal role in developing insightful reports for the Companys Senior Leadership, including the Executive Committee, Board, and External Regulatory Committees. These reports are critical for ensuring compliance with AEMP71 and AENB71 Complaint Program Governance Policies and mitigating regulatory risks. This role will primarily focus on U.S. complaint metrics reporting and additional ad-hoc requests as required by the business.
Key Responsibilities:

• Develop Channel and Affiliate Performance Dashboards.
• Assist in the production of Official Complaint Reports.
• Conduct Complaint Research, Deep Dives, and Root Cause Analysis.
• Perform Complaint Ad Hoc Analysis and Reporting.
• Document work to withstand Compliance and Audit reviews.
• Collaborate with cross-functional teams, including but not limited to GSG Intake Channels, MIS Partners, Line of Business Compliance, Complaint Program Office, Operational Risk, Capabilities and Technologies to ensure all business needs and mandatory compliance, legal and employee requirements are met.
• Support Complaint Program management activities as needed.
• Support projects as needed and fulfil other program duties as needed.
  

Qualification:
Required Skills & Experience:

• Hands-on Reporting and Data Analytics Experience including experience in creating reporting from large datasets, both structured and unstructured, and designing insightful reporting dashboards using tools like Advance Excel, Tableau, and PowerPoint.
• Proficiency in Advanced Microsoft Excel (Macros/VBAs preferred).
• SQL/Hive (Cornerstone).
• Data Storytelling.
• Excellent Partner Management.
  

Preferred Additional Technical Skills:

• Experience in creating Tableau Dashboards (Highly Preferred).
• Project Management Experience.
• MS SharePoint Site Designing.
• MS PowerApps Designing and Automated Workflows.
• Experience with building reporting from GCOC (CLIC) Data (Formerly iCare).
  

Required Competencies:

• Demonstrated eye for business and thinking from an external point of view.
• Personal Excellence: Must be a highly motivated proactive self-starter with a sense of urgency, positive attitude, and the ability to work in a fast-paced, dynamic environment and being able to deliver high quality results with little to no supervision.
• Gets Results: Ability to manage multiple deliverables and ensure their accuracy. Ability to independently be responsible for daily operations with adherence to business requirements and process controls.
• Must be able to translate high level objectives into clear deliverables whilst leading multiple projects under tight deadlines.
• Effective Communication: Ability to communicate clearly and concisely in both written and verbal forms, catering to diverse audiences with varying backgrounds. High degree of integrity, comfortable with speaking up for what is right, and reporting/calling out risks and concerns.
• Builds and Leverages Relationships: Positive relationship management and conflict resolution skills with proven track record of positively collaborating and influencing to achieve outcomes without direct authority.
• Organizational Ability: Strong organizational skills and a proven track record of prioritizing and managing multiple tasks simultaneously.
  

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Education:

• Bachelor’s Degree in statistics, mathematics, or associated fields of study.
  

Preferred Additional:

• Experience with Banking Rules and Regulations is a plus.
• Knowledge of American Express products, services, and processes.
• Past work experience in Customer Service, Customer-facing positions, Operational Excellence, Compliance, or Audit functions.
• Complaint Experience: Knowledge of complaint handling processes.
  

Working Hours:

• Standard shift timing is 1:30 PM to 10 PM - Indian Standard Time (IST), Monday to Friday, to accommodate interactions with Global Stakeholders primarily located in the U.S., India, and Europe. However, the shift is flexible based on job requirements and meetings.
  

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
• 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
  

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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.