American Express Careers

Voice of the Customer Analyst, US

New York, New York; Phoenix, Arizona; Sunrise, Florida
Digital Commerce Marketing

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Job Description

The Analyst – VOC Analytics is a passionate customer advocate who will develop specific and actionable insights and drive them forward into the organization to improve the customer experience in the United States. This includes understanding our customers and business needs; making observations based on both speech and text analytics; and providing the resulting analysis to both leadership and front-line consultants.
 
Responsibilities:
  • Development of clear and actionable RTF (Recommend to Friend) drivers that will be derived from several customer data sources, including surveys, monitored calls, and other data related to customer interactions.
  • Demonstrate thought leadership by identifying and carrying out potential avenues for insightful analysis.
  • Collaborate with both customer-facing and operational teams to drive successful solutions to servicing gaps and opportunities.
  • Produce ongoing reporting to leadership to support decisions and track the success of new/recent initiatives.
  • Maintain and refine text analytics and speech analytics configurations to ensure the most accurate driver analysis is carried out. 
This role may be subject to additional background verification checks.

Qualifications

  • Excellent data management and analytical skills.
  • Superior communication, collaboration, and persuasion skills with all levels.
  • Strong project and process management skills.
  • Proven ability to handle multiple priorities simultaneously as well as frequent ad hoc requests.
  • Passionate customer advocate - everything we do should be customer focused.
  • Strong drive for results and will to win.
  • Familiarity with Contact Center operations and/or Customer experience measurement.
  • Experience with Microsoft Excel is required. Experience with MS Powerpoint and Access is a plus.
  • Experience with Qualtrics, Nexidia, NICE, or Medallia is a plus.
  • Experience with statistics, including regression analysis and clustering; text analytics or speech analytics is a plus.
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: 19003584
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 27, 2019, 9:30:53 AM
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