American Express Careers

Customer Insights Lead Business Analyst

Gurgaon, India
Digital Commerce Technology

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Job Description

American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.


Why work for American Express?

American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”.


A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.


Job Description:

Customer Insights Lead Business Analyst
The Global Customer Listening team within GSN (Global Servicing Network) is looking for a highly skilled professional with experience of mining data for quality, early warnings and patterns and the ability to translate algorithms/analyses into insights to drive Customer experience. The role holder will be an expert and drive projects in the field of Customer analytics by leveraging the Big Data environment and work closely with our stakeholders for continuous delivery.

Key Responsibilities:

  • Responsible to identify key drivers of Advocacy and Satisfaction as measured through the Voice of Customer surveys & Complaints data by leveraging quantitative as well as qualitative analytic techniques and thereby, contribute to the organization’s key priority around Customer First
  • Regularly engage with business teams & stakeholders to understand their needs and imperatives and operationalize a customer listening & analytics framework relevant in the space
  • Contribute towards identifying patterns, early warnings about aspects/ processes touching our customers, from the wide range of Operational, Customer behavior, Survey and Complaints feedback data available to us
  • Ability to translate data into actionable insights through strong process knowledge, analytics and partner relationships
  • Conceptualize, test and prototype beta versions of algorithms independently working along with business counterparts in larger GSN organization and generate value for them
  • Capability of writing, debugging and compiling codes in multiple Machine Learning environment and not limited to Python/Pyspark, Apache Spark, R Spark etc.



3+ years of experience with MS/MBA/BS in the following areas:

  • Statistical sciences/ Operations Research/ Quantitative methods from university of repute.
  • Experience in the field of Customer Satisfaction research and analytics
  • Prior knowledge of GSN Risk processes and experience with Complaints data is highly preferred
    Strong experience in Python environment and libraries (scikit, nltk, pandas and numpy). Working knowledge of R, Spark, SAS, Tableau is preferred
  • Proven experience of solving complex business problems using advanced analytic techniques like Regression, Classification, Supervised or Unsupervised Recommenders, Deep iterative learning, Neural Nets etc.
  • Deep knowledge of Statistics and Math and ability to dissect problems from the first principle. Exposure to fields like Linear Algebra, Bayesian Statistics, Group theory is desirable
  • Track record of analyzing multiple sources of data to distill insights and drive business outcomes to help improve Customer Satisfaction
  • Strong ability to work in cross functional teams and drive partnerships/ relationships
    Excellent data presentation and visualization skills
  • Hands on knowledge of Hive QL


ReqID: 19001984
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 13, 2019, 3:43:53 AM
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