American Express Careers

Analyst, Global Call Monitoring - Travel & Lifestyle Services

Sunrise, Florida; Phoenix, Arizona; New York, New York
Consulting Operations

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Job Description

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure or business travel, as well as a variety of lifestyle services. TLS serves both premium and non-premium Card Members around the world in numerous ways via several servicing channels including our telephone service centers (predominantly for premium Card Members) and market specific travel websites.
TLS has a great opportunity to continue to drive operational excellence globally and share best practices across markets. To enable this, TLS created a central team to ensure TLS processes meet/exceed compliance and operational risk requirements. Global Operational Excellence is an exciting team within TLS that is focused on identifying opportunities and mitigating risks associated with the TLS business globally.
The Analyst, Global Call Monitoring will support key partners in Compliance, GCO, Global Assessors, Learning and Development, and the TLS business to meet compliance and regulatory requirements. This person will work on strategic new projects and work streams focusing on the standardization of our Global Call Monitoring Program and will manage key insight development. This role will report into the Sr. Manager – Global Call Monitoring.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.


Responsibilities Include:
  • Working closely with TLS frontline leaders and other support teams to identify new insights and opportunities to drive customer satisfaction.
  • Analyze complex business problems and partner with cross-functional teams to develop solutions.
  • Create detailed process documentation to unveil areas of opportunity and ensure that the scope and approach are fully understood by all stakeholders.
  • Support call monitoring needs through call sourcing to conduct Insight Analysis driving actionable insights via NICE Call Listening Tool. 
The ideal candidate will possess the following:
  • 2 – 3 years of experience in audit, compliance, management consulting or business-facing quality or insights team
  • 2 years of project management experience, with proven ability to drive results
  • Servicing center experience, including strong knowledge of key operational metrics, levers and various servicing strategies is a plus
  • Ability to collect, analyze and call monitoring performance metrics effectively in order to drive business strategy
  • Proficiency in Excel reporting and PowerPoint creation
  • NICE Call Monitoring experience a plus
  • Adaptable and comfortable working under ambiguous and/or changing circumstances
  • Confident and clear communication; strong ability to influence leaders and drive change
  • Extremely organized with significant attention to detail

ReqID: 18004928
Schedule (Full-Time/Part-Time): Full-time
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