American Express Careers

iVR - Project Analyst

Phoenix, Arizona
Consulting Operations

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Job Description

At American Express, service has been at the core of our company for more than 160 years. In taking care of our Customers, Global Servicing Network employees view each contact not as a transaction or cost, but as an opportunity to deepen the overall relationship. Our group aspires to create engaging customer experiences that delight and add value in every customer interaction.
Within our Global Voice Capabilities team, we are looking for a self-starting Project Analyst to support our Voice/Speech Product Owners as we re-invent the inbound phone experience and effectiveness as part of a migration from a legacy platform. We are seeking a passionate, talented, and innovative addition to our dynamic environment.
This role supports multiple business teams and a variety of Agile based product enhancements that focus on the re-invention of customer experience within the inbound phone channel including self-service and non-self-service experiences.
The expectation of the Project Analyst is to drive delivery, identify and address risks/issues within the program, effectively communicate to business and technology teams and design solutions based off of business requirements
Key daily demands of this role include:
  • Working with internal customers, key stakeholders, and partners to define a product vision and roadmap
  • Understanding and applying new trends and competitive best practices into the product roadmap
  • Creating and updating requirements to create a best-in-world Customer Experience
  • Supporting the development of appropriate tracking and reporting to determine product performance
  • Working closely with the design and technology teams to develop, test and deliver defined capabilities
  • Translating product roadmap into well-defined product requirements/user stories and acceptance test criteria 
  • Supporting of company and product goals through thought leadership in both strategic planning and delivery excellence
  • Issue management & resolution
*Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.*


  • Proven  experience in Product Management, with an emphasis on cross-functional projects and success in developing and deploying technical solutions into operational areas
  • Strong technical acumen and thought leadership, including capacity to quickly understand critical linkages and business requirements, use cases or user stories
  • Proven track record in defining solutions
  • Proven ability to break large tasks into smaller iterations while also managing multiple complex projects and tasks concurrently
  • Excellent relationship management and communication skills
  • Ability to effectively collaborate/influence at all levels without having direct authority 
  • Demonstrated willingness to take initiative, work independently, and have flexibility to support global markets and work across different time zones
  • Strong sense of urgency, commitment to deadlines and deliverables
  • Strong analytical skills with an ability to identify nonstandard solutions and act as a catalyst for change
  • Voice / Speech experience preferred but not mandatory

ReqID: 18012874
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 10, 2018, 12:47:00 PM
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