American Express Careers

Sr. Analyst – Customer Servicing Performance and Analytics, Travel and Lifestyle Services

Sunrise, Florida; Phoenix, Arizona
Digital Commerce Marketing

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Job Description

The TLS Partner Servicing Team sits within TLS’s US Customer Experience Support & Operations Organization and is responsible for managing the relationships, setting the strategy, and executing on tactics with our third-party call center partners that deliver consultative travel servicing through our Offline phone channel.
 
The Senior Analyst – Customer Servicing Performance and Analytics role plays a key role within the TLS Partner Servicing Team in helping define, analyze, monitor and manage the customer servicing strategy for the Offline phone channel third party call center partners. In this multifaceted and exciting role, the Senior Analyst will collaborate with Partner Servicing leaders and our third party partners to ensure compliance with all Third-Party Lifecycle policies as well as work to translate customer data, metrics and feedback into winning customer strategies that drive service innovation and change, resulting in improvements in internal and external quality metrics and customer satisfaction and loyalty.  This role provides an exciting and challenging opportunity for someone passionate for driving extraordinary customer experience.

Responsibilities:
  • Manage all aspects of Third-Party Life Cycle Management (TLMP) for TLS 3rd Party Phone Channel  Servicing Partners including Concierge
  • Support additional compliance related requests from Third Party Security Management, PRSA Office and Global Risk team
  • Assist with IAG Audit, ICT or any other audit related requests as needed
  • Assist TLS Network Strategy and Global Supplier Management teams with contract management deliverables
  • Provide data analytics and reporting including offline travel partner performance scores cards, incentive plan reporting,  tracking and evaluating agent performance, partner head count and attrition tracking, identifying key metrics, recognizing trends, and raising servicing concerns as warranted
  • Conduct deep-dive VOC/service analyses, establishing key linkages between various data elements (qualitative and quantitative) and understanding driver contributions and impact to overall customer satisfaction and provide insights/recommendations for improvement
  • Assist Partner Managers in the day to day management of 3rd party travel and lifestyle providers for customer service and fulfillment services
  • Manage the Enterprise Essential Training process across Partners
  • Management of third party billing, budget and invoice control
  • Ad hoc projects/support of Offline Partner Channels

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
 
  • Ability to successfully handle multiple priorities simultaneously and work well against tight deadlines
 
  • Strong attention to detail with fantastic organizational and project management skills
 
  • Strong relationship/partner manager and influencer in order to get work done
 
  • Demonstrated ability to manage to tight deadlines
 
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: 19003575
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 16, 2019, 2:26:56 PM
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