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An exciting opportunity exists within Global Optimization & Call Management on the Planning & Data Intelligence team. This role will support global reporting and analytics within the GCCM organization in support of all GSG LOBs to improve and enhance the reporting & analytics ecosystem through automation, standardization, self-service & generating proactive insights. Maintaining current reporting infrastructure and/or creating a formal and structured process to deal with large & multiple data sets.
How will you make an impact in this role? Help to define Planning and Data Intelligence data architect strategies and roadmapsAnalyze current reporting structure within GCCM and seek to standardize, scale-up and globalize it through automation and self-service functionalities (Online Tableau Server)Collaborate with business partners to create new reporting within the Tableau platform that is currently unavailableStrong analytical skills and an innovative approach to solving both practical and theoretical problemsSound knowledge of machine learning / statistics / data mining and research methodsWork with trusted partners within other departments (including but not limited to, GCCM, MIS and other GSG departments)Perform deep dive analyses and provide recommendations/insights to senior leadershipProvide reporting on-demand to senior leadershipCoordinate the development of new dashboards, perform testing, data validation, create required documentation, and training to help with the adoption of the toolResearch external GCCM and Amex to bring new ideas with an innovation mindsetProvide proactive feedback to increase the robustness of the reporting & analytics ecosystemQualifications Bachelor's degree or equivalent combination of education and work experienceExpert knowledge and experience with VBA, SQL, Cornerstone, Hive and PythonKnowledge of workforce management KPIs & reports building using Tableau ToolHighly numerate with strength in accuracy & attention to detail in a high output & speed environmentHighly developed analytical and problem-solving skillsExpert understanding of call center management principles and call delivery principlesDemonstrated ability to perform deep dive analyses of key performance indicators and provide solutions/recommendationsSelf-motivated and have the will to winAbility to collaborate and influence across organizational lines and at all levelsAbility to work under pressure; able to manage multiple tasks and changing demands with minimum supervisionStrong interpersonal skills to develop and nurture shared ownership in process/project and business goalsMinimum Qualifications 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:
Support for financial well-being and retirementComprehensive 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 needGenerous 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 programCareer development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
JobData Management and Analytics
Primary LocationSchedule
Full-time
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.
Additional Note for US Applicants: American Express does not currently utilize the AI capabilities of its application management platform in making employment decisions.
If you have a disability and would like to request an accommodation in order to apply for a position you may contact us by emailing ****** Please indicate if you would prefer a response via email or phone. US applicants may also contact us by using the US Toll Free number 1-833-707-1981.
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