Job Description

At American Express, our culture is built on a 175-year history of innovation, shared 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.
Join Team Amex and let's lead the way together.
How will you make an impact in this role?
The Project Analyst role provides incumbents with an excellent opportunity to work within the Operational Excellence Complaints Team within Global Commercial Services (GCS). The Team manages complaint training across GCS customer facing colleagues and contractors, detects trending issues, and manages escalation cases driven from customer complaint data. The Complaints Team is also responsible for maintaining a mature Complaint Program Office to ensure the proper program requirements are defined per the governing policy and meet internal compliance and external regulatory guidelines.
Responsibilities:

• Review, Analysis and Reporting of GCS Complaint cases and escalations
• Configure and analyze complex, high-volume of customer complaints using a variety of tools and data analysis techniques.
• Perform data processing, aggregation, and ingestion to drive actionable insights and identify complaint trends/issues, and growth opportunities for the business
• Create and maintain Standard Operating Procedure (SOP) documentation for all process-specific tasks related to Training
• Liaise with Enterprise Complaints Governance (ECG), Learning operations, Business and LOBCOs/MCOs across multiple markets to understand and align on the Policy and Regulatory requirements to be incorporated into the GCS Complaints Handling Training
• Manage the GCS Complaint Training Program
• Assist the ad-hoc analysis requests undertaken by the team for information visibility to stakeholders, auditors, and various business partners

Critical Factors to Success & Qualifications:

• Highly adept at organizing, tracking, and multi-tasking across workstreams and cross-functional teams.
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive cross-functional collaboration and alignment.
• A "driver" personality - constantly pushing toward process improvement, clarity, and delivery while balancing the need for great collaboration.
• Customer-first mindset.
• Must possess strong Excel and Tableau analysis along with visualization skills
• Build and cultivate strategic relationships with stakeholders
• Must possess strong analytical and problem-solving skills
• Demonstrate ability to provide insight and accurate judgment in addressing and resolving business challenges and opportunities
• Excellent verbal, written, and interpersonal communication skills
• Demonstrate teamwork with strong personal accountability, commitment, and integrity
• Ability to work in high-pressure situations with minimal errors

Knowledge of Platforms:

• Global Complaints on Clic (iCare)
• S3P
• Salesforce (OneForce)
• Tableau
• SharePoint
• Confluence
• Jira
• IMH
• FRC

Past Experience:

• 3-4 years of work experience in data analysis, and trend identification
• Prefer candidates with previous experience in Servicing, and/or Risk Management

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.

Skills Required