Job Description

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. As part of Team Amex, you'll experience this 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.


GTLS MIS & Analytics (within GS) team has grown significantly in the last few years. It provides significant analytical and reporting support to TLS stakeholders in US and 22 international markets. The GTLS MIS & Analytics team leads endeavors that supports business strategic priorities by providing next gen MIS and leveraging advanced analytics and decision science. The team utilizes an array of tools and ever-evolving technology to understand CM sentiment, Servicing team performance, CM spending behavior, Business profitability and identifying disruptions to customer experience. These analytics are used for key business decisions made across the customer life cycle to accelerate profitable business growth.

How will you make an impact in this role?

Purpose of the Role:

The candidate will be part of GTLS MIS & Analytics team in GS. The main objective of the GTLS MIS team is to improve the TLS servicing channel and optimize it without affecting customer experience. Incumbent will enable a strong decision support model around GTLS GEN AI use-case, to equip GTLS leaders with relevant and critical business insights through best-in-class MIS and analysis, enabling them to make well-informed strategic decisions around GEN AI tool effectiveness, back-office optimization & frontline efficiency.

Responsibilities:

Enabling business user self-service through creation of MIS capabilities
Systematically identify out of pattern activities in a timely manner and address information gaps by providing insightful analytics
Working independently assuming responsibility for the development, validation and implementation of MIS support around GEN AI GTLS projects
Monitor the daily, weekly, and monthly production processes that source key data, build metrics etc.
Deliver comprehensive performance reporting and Insights to help the leadership team and individuals evaluate and drive business performance. Partner with functional leaders, Strategic Business Partners and senior leaders to remove friction points, ensure data integrity for reporting and insights to fulfill business requirements and enable actions. Understand complex operational systems and business intelligence tools, platforms for developing efficient, insightful products and offerings for customers Devise process improvement tools and methodologies that will ensure flawless delivery exceeding customer expectations. Evolve reporting to meet key business priorities, engage early on with stakeholders, gain buy in for implementing proposed solutions. Translation of complex analytical output into easily digested insights with clear recommendations Leverage best practices internally and bring outside-in perspective to deliver best of breed reporting and insights

Critical Factors to Success:

Ensure timely and accurate MIS based on customer requirements
Centrally manage MIS and key operational metrics and address functional data needs across operations and support teams
Provide analytical and decision support framework and address information gaps through insightful analytics and developing lead indicators
Build collaborative relationships across GS groups and participate on global teams evaluating processes and making suggestions for process and system improvements
Put enterprise thinking first, connect the role's agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders

Past Experience:

Preferably minimum of 3 years' experience with at least 2 year's in Quantitative Business Analysis/Data Science with experience in handling large data sets, ability to synthesize and organize complex information to provide business insights.

Academic Background:

Bachelor's Degree or equivalent, preferably in a quantitative field
Post-graduate degree in a quantitative field will be an added advantage

Functional Skills/Capabilities:

Must possess strong quantitative and analytical skills and be a conceptual and innovative thinker
Project management skills and ability to identify and translate business information needs into insights and information cubes for ease of consumption in reporting and analytics
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
Data presentation & visualization skills
Strong time management skills and a proven ability to work on multiple projects simultaneously and consistently deliver on both pre-set and changing timelines.
Ability to work independently as well as be a team player with willingness to make an impact in the extended team

Technical Skills/Capabilities:

Excellent programming skills on Hive/ Google Cloud Platform (GCP)/SQL/Teradata/Lumi Big query/python/MLS is essential with good understanding of Big Data ecosystems like connex, customer 360, opus, merchant tables, NPM, VoC, one staff, TLR etc
Exposure to visualization using Business Intelligence software like Tableau will be preferred with specific experience around rolling out tableau dashboard

Knowledge of Platforms:

Advanced knowledge of Microsoft Excel and PowerPoint, Word, Access and Project

Behavioral Skills/Capabilities:

Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective


Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential


Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage





We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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.