Job Details

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.

As part of our vision to provide outstanding customer experiences, the Global Services (GS) 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 GS, 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 a dedicated colleague to join the team.

As part of our vision to provide outstanding customer experiences, the Global Services (GS) 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 GS, 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 a dedicated colleague to join the team.

In this role, the Manager will work closely with a team of Research Relationship Analysts to support the Business Units in their efforts to collect feedback from customers (e.g., NPS studies, Ad-hoc, or transactional surveys) as well as act as the subject matter expert for survey, reporting and dashboard development within Amex’s enterprise survey platform, Qualtrics.

Key Responsibilities but not limited to:

• Lead a team of 3-5 analysts that support the VOC COE relationship with internal Business Partners including day-to-day management of NPS programs, ad-hoc research and behavioral data solutions.

• Manage survey related needs like developing or maintaining surveys/studies, creating or adjusting reporting/dashboards, and leveraging Big Data to enhance research.

• Collaborate with business partners, technical internal support team, market research agencies and Qualtrics technical support team to ensure programs run efficiently.

• Monitor program metrics and raise critical program concerns with relevant support teams (Technologies, Qualtrics, etc.) to mobilize resources and resolve issues.

• Support cross-functional initiatives that will improve the overall customer experience and facilitate enterprise experience management.

• Build expertise in CX and journey management best practices and apply that knowledge via the Qualtrics XM platform.

Minimum Qualifications:

• A true passion for improving customer experience.

• Must possess 3 years minimum work experience.

• Professional experience in a highly analytical role such as business intelligence/analytics.

• Strong skills in data management, analysis, and deriving actionable insights.

• Strong organizational and project management skills.

• Experience with managing and collaborating with 3 rd party vendors.

• Comfortable building and managing relationships across our global enterprise.

• Strong negotiation and influencing skills.

• Positive “roll-up your sleeves” attitude, proactive, customer first mindset, and comfortable with adapting to address evolving urgent priorities.

Preferred Qualifications:

• People Leadership experience.

• Highly proficient in Excel.

• Experience with Tableau or other business intelligence tools is a plus.

• Experience using agile project platforms (e.g., Jira, Rally).

• Experience conducting research, analyzing customer satisfaction data, and/or knowledge of survey methodology is a plus.

• Experience with basic programming (i.e. macros) or prior survey/dashboard programming experience or Big

• Data/Cornerstone environment is a plus.

• Bachelor's degree is preferred.

• Market research at an agency experience strongly preferred.

Qualifications

Salary Range: $90,000.00 to $170,000.00 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.

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

• 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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

Job: MIS

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 25016323