Analyst-Product Development

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Job Description

You Lead the Way. We’ve Got Your Back.

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 redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

Job Description – Analyst – Product Development

- Managing Service Delivery to all key Amex stakeholders

- Delegating appropriate tasks in an effective manner with Strategy, MIS, OPS, Tech and Capabilities PO

- Being resourceful in finding information and solutions considering WDE/Desktop

- Providing timely notification to management on negative trends, urgency of issue, or extent of required follow up

- Completing reporting requirements and ensuring reports are accurate and sufficiently detailed

- Provide recommendations based upon user experience

- Managing technical stories of WDE and linkage system related issues

- Ensuring the following of all policies and procedures

- Support CS&T, GBI, Tech initiatives, processes and strategies

- Build knowledge of best practices in relevant systems and processes

- Provide leadership and direction to business partners on optimization of tools and technologies to drive best in class Telephony/Contact UI performance

- Proactively identify and execute process improvements and opportunities

A person with Go getter attitude and ability to perform in IC capacity.


Minimum Qualifications


Knowledge of Amex -Workspace Desktop/Workspace Web Edition portals  

- Aid to Training, Operational departments

- Strong analytical skills on Agent configuration and Contact center concepts

- Knowledge or understanding GAX, GA, Pulse, IIQ, WDE versioning,

- Experienced in GCFN, CEN, TLS, MSP Process Management

- Demonstrate strong teamwork, organizational, analytical and communication skills

- Ability to be adaptable and flexible in a dynamic work environment

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected 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

ReqID: 21007288
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 7, 2021, 7:16:11 AM