American Express Careers

Performance Analyst

Phoenix, Arizona; Sunrise, Florida

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Job Description

American Express entered the travel agency business in 1915 and today is one of the world’s largest travel service networks. Travel and Lifestyle Services (TLS) provides easy access for leisure travelers who call in to one of its telephone service centers dedicated to servicing American Express Card Members and for those who click in through the site.
Performance Management Analytics and Incentive Plans are critical factors in driving the right frontline behaviors and ensuring Card Members are receiving the highest levels of customer care.  This is an exciting opportunity to develop our strategy for motivating the frontline, monitoring & reporting on their performance and identifying opportunities for improving their performance in order to drive increased customer satisfaction scores and revenue.
Specifically, the Business Analyst of Performance Management and Incentives is responsible for supporting the development of incentive plans that motivate the frontline, creating reporting to track and analyze front line performance, running analytics to identify improvement opportunities, partnering with teams to implement action plans and presenting results to senior management. 
This person will join the global Voice of the Customer and Performance Analytics team as well as collaborate with the Global Operations and Analytics team in India. This is a high profile role with significant interaction with the Senior Leadership for the TLS business and support teams. 
  • Coordinate the implementation and expansion of Performance Management and Incentive tools, including project management, data visualization and post implementation support
  • Responsible for supporting the development of Goals and Incentive strategy for TLS US Frontline, including analyzing whether plans are working to motivate the frontline & drive performance, conducting financial analysis on proposed plan changes, aligning plans with the markets and rolling them out to the frontline
  • Support ongoing efforts related to improving Counselor and Team Leader performance across a number of business and customer satisfaction metrics
  • Conduct performance analytics, at all levels of the frontline teams across channels, G&I metrics, and other key performance indicators
  • Provide ongoing analysis and support on business target setting and to enable key decision making


  • Ability to understand business metric performance and target setting is a must
  • Provide innovation and strategic thought leadership to optimize the structure and content of individual-, team- or product-based performance metrics
  • Ability to analyze large amounts of data and provide recommendations.
  • Ability to support the development of long- and short-term business strategies
  • Ability to build and maintain strong working relationships across functional and reporting levels
  • Strong presentation skills, ability to develop presentations for multiple levels of the organization
  • Ability to multitask on various initiatives at once
  • Strong technical skills with Excel      
  • Knowledge of compensation processes a plus
  • Knowledge of Call Center operations a plus
  • Previous experience in performance metric analysis or AMEX Performance Management Process a plus
  • Bachelor’s degree in Finance or Business preferred but not required
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: 19000949
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 14, 2019, 9:14:52 AM
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