• Job Description

  Req#: 24002907

  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 Team Amex and let's lead the way together.

  As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

  As part of our vision to provide outstanding customer experiences, the Global Services Group (GSG) within American Express plays a meaningful role in setting "THE" standard for customer experience that our customers rely on and place our customers first as our top business imperative! Within GSG, the Customer Listening Team has created a Center of Excellence (COE) aimed at supporting Voice of the Customer (VOC) needs across the enterprise and is looking for dedicated colleagues to lead the specialized enablement for Conversational Analytics Solutions through the Qualtrics platform.

  The successful Analyst / Senior Analyst - Conversational Analytics Management is a subject matter expert for the Conversational Analytics Language Models, tools and the data enrichments available in the platform (Effort, Sentiment, Emotion, etc.). In addition, the Analyst will act as a solutions architect for use cases, designing specialized solutions to meet the business needs. This role requires collaboration with multiple partners (use case owners, relationship managers, Qualtrics developer, AET, among others).

  How will you make an impact in this role?

  • Support the VOC COE relationship with the Qualtrics XM Discover team, including day-to-day communications, production support, issue management, and analytical workstreams

  • Own Qualtrics Language Model maintenance, ongoing validation, usage, and value realization

  • Act as subject matter authority for joint XMDiscoxer and VOC initiatives and support technical use case design and vetting for VOC business goals.,partnering with other COE team members to build and maintain the newest enrichments.

  • Identify, develop, and maximise cross-functional initiatives across various customer journey touchpoints that will proactively improve the overall customer experience

  • Understand challenges, industry trends and advise internal business partners to achieve their VOC-related objectives

  • Use data-driven CX insights to ensure the world's best customer experience every day

  • Conduct regular business reviews with internal partners and third-party vendors to celebrate positive outcomes and see opportunities for business growth

  • Understand American Express business objectives and align VOC COE initiatives to achieve and progress those objectives for the success of the American Express Customer Base

  Minimum Qualifications:

  • 3+ years of Project Management, Text Analytics, Market Research, Consulting, or similar shown experience

  • Strong analytical skills, with the ability to interpret data and understand sophisticated processes, provide substantial insights, and deliver relevant analyses across dynamic business

  • Outstanding Project Management skills; Demonstrated ability to organize others to action and get results

  • Proficient Communication skills, including storyboarding/PowerPoint

  • Comfortable maintaining cross border relationships, independently (including mediation and influence skills)

  • A strong customer-first attitude with a pulse on the external landscape, including trends and consumer insights

  • Strategic problem solver who has a curious mentality, comfortable innovating processes within ambiguity

  • Resilient, "roll-up your sleeve" demeanor and proactive approach

  Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits

  The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

  Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions

  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
  • 6% Company Match on retirement savings plan
  • Free financial coaching and financial well-being support
  • Comprehensive medical, dental, vision, life insurance, and disability benefits
  • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
  • 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
  • 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

  For a full list of Team Amex benefits, visit our Colleague Benefits Site.

  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.

  We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

  US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

  If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

• About the company

  At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day.

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