American Express Project Analyst I in New York, New York

At American Express, service has been at the core of our company for more than 160 years. In taking care of our prospects and customers, World Service employees view each interaction as an opportunity to deepen a relationship. We aim to not only anticipate and solve customer problems, but importantly, to add value to every interaction. The Global Partner Network is an organization within the Global Service Network responsible for managing outsourced telephone partners that support our sales and servicing network. Our team is searching for a Business Process Analyst to support the Inbound Card Sales processes for Consumer Card Members. Our processes through the phone channel are executed by an external vendor with front line representatives that connect with Consumer Card Members through inbound calls to capture new card applications.

Responsibilities include:

· Own daily/monthly process performance analytics, ad/hoc analysis, reporting, and invoicing for multiple programs

· Create presentation materials including decks and memos for senior leadership

· Help manage processes through strong collaboration with internal business partners and contracted third-party servicing partner to drive seamless daily operations

· Support manager through all strategic initiatives and projects, and own the tactical execution

· Delivering relevant insights and process improvement opportunities to help shape the business

· Developing training materials in coordination with World Service Learning Network to execute and elevate customer experience

· Maintaining action plans and facilitating regular status and calibration calls with Marketing and third-party servicing partners

· Bachelor's Degree preferred

· 2 years of experience preferred

· Strong Excel and Power Point skills required

· Strong project management, and time management skills and ability to prioritize effectively to meet competing deadlines

· Robust analytical and strategic skills with the ability to derive insights to drive innovation and change

· Demonstrated ability to work independently and drive results

· Ability to introduce, gain alignment, and drive process improvement strategies across multiple stakeholders


· Located at US Service Center or Partner Adjacent

· 2 years of experience in a leadership position in a call center environment and/or managing third-party call center partners preferred

· Previous experience with American Express systems, policies, and standards

· Deep understanding of American Express customer service philosophy and ethos

· Ability to travel at least 25% of the time for this role

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

Job Operations

Title: Project Analyst I

Location: Florida-Sunrise

Other Locations: US-Arizona-Phoenix, US-New York-New York

Requisition ID: 17008973