American Express Careers

Project Analyst - New Hire Performance Analytics & Reporting

Sunrise, Florida
Customer Care 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. Travel & Lifestyle Services (TLS) serves American Express Card Members across over 20 markets around the globe, making their membership come to life, every day.
 
The TLS Learning Team is responsible for the design, development and quality of immersive and experiential learning programs for American Express Travel & Lifestyle Services. We are seeking an Analyst I Operations – New Hire Performance Analytics & Reporting to join our team and play a key role within the TLS Learning and Development (L&D) Team in defining, analyzing, monitoring and managing the New Hire performance analytics and reporting strategy. In this multifaceted and exciting role, the Analyst I Operations will collaborate with cross-functional leaders to build and maintain TLS Learning measures of success. The Analyst I Operations will partner with the India Analytics team to develop actionable solutions based on New Hire data, metrics and feedback that drive service innovation and change. This role provides an exciting and challenging opportunity for someone passionate about metrics and data and can use performance data to influence learning strategy to ultimately drive an extraordinary customer experience.
 
•Global liaison - GOA Analytics Team (Reporting) – Manage reporting relationship with our India Analytics Team for Global L&D team.
•Maintain New Hire performance scorecards and reports, track and evaluate agent performance, identify key metrics, recognize trends, and raise servicing concerns as warranted.
•Conduct New Hire deep-dive voice of customer/service analyses, establish key linkages between various data elements (qualitative and quantitative),  understand driver contributions and impact to overall customer satisfaction, and provide insights/recommendations for improvement for learning deliverables.
•Back up ad hoc projects/support of L&D day-to-day operations (LCMS Admin, LMS Admin support, Sharepoint Admin support). 
 

Qualifications

Passion for the customer and the customer experience as their champion
•Extreme flexibility for what will be a constantly changing work environment
•Ability to analyze customer and operational metrics, data, and feedback to identify trends and issues that impact a successful customer experience
•Strong ability to leverage technology and innovative ideas to revolutionize current performance tracking, and reporting
•Superior teamwork, interpersonal, and communication skills
•Strong attention to detail with excellent organizational and project management skills
•Strong relationship/partner manager and influencer in order to get the tasks needed completed
•Strong Microsoft Office skills required (Expert knowledge in Excel – VBA preferred)
•SharePoint Designer certification preferred
•LCMS/LMS admin experience preferred
•Learning measurement knowledge/experience preferred (i.e. Kirkpatrick model)
•Employee Performance Database(EPD) experience preferred 
 
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.


 

 
Passion for the customer and the customer experience as their champion
•Extreme flexibility for what will be a constantly changing work environment
•Ability to analyze customer and operational metrics, data, and feedback to identify trends and issues that impact a successful customer experience
•Strong ability to leverage technology and innovative ideas to revolutionize current performance tracking, and reporting
•Superior teamwork, interpersonal, and communication skills
•Strong attention to detail with excellent organizational and project management skills
•Strong relationship/partner manager and influencer in order to get the tasks needed completed
•Strong Microsoft Office skills required (Expert knowledge in Excel – VBA preferred)
•SharePoint Designer certification preferred
•LCMS/LMS admin experience preferred
•Learning measurement knowledge/experience preferred (i.e. Kirkpatrick model)
•Employee Performance Database(EPD) experience preferred 
 
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
 

ReqID: 18019227
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 6, 2018, 9:25:02 AM
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