American Express Careers

Analyst I-Operations

New York, New York; Phoenix, Arizona; Sunrise, Florida
Customer Care Operations

Apply Get Referred

Job Description

The Global Servicing Group (GSG) plays a central role in helping American Express achieve its vision of providing the world’s best customer experience every day.

Following the Customer First Ethos, the Governance & Controls team is focused on driving adherence to internal policies and regulatory expectations while balancing the execution of key business strategies and Customer First priorities.  Governance & Controls collaborate across key stakeholders to drive the necessary controls and oversight, enabling GSG stakeholders to set the standard for a seamless and differentiated customer experience. Within Governance & Controls, the GSG Business Integrity Team focuses on the mitigation of conduct risk in GSG.

The Business Analyst, GSG Business Integrity will have the responsibility of executing strategies for a newly developed program created to protect our brand and fulfill on our promise of keeping the Customer First. This program will utilize data, systems and capabilities to implement strategies and controls across GSG to ensure that we hold accountability to the highest standards while providing superior servicing to our Card Members. 

Key Responsibilities:
  • Actively participate in strategy development and brainstorming
  • Research gaps to identify existing controls and breadth of risk
  • Present recommendations to management and manage gap closure and control implementation projects
  • Create and complete monthly reporting and communications of testing results within defined timelines
  • Review processes, procedures, compliance, and regulations on an ongoing basis for effective controls
  • Collect, organize, and manipulate data to identify trends and design solutions


  • Self-starter with a strong affinity for driving change with ability to go beyond requirements of the position to achieve results
  • Demonstrated ability to make decisions independently, work well under pressure, meet deadlines and adapt easily to frequent change
  • Ability to manage challenging workloads
  • Support of business reviews, strong communication/presentation skills, ability to effectively communicate issues and/or opportunities to business partners
  • Proven ability to accept and provide feedback, drive results, and effectively influence without authority
  • Demonstrated ability to apply strong analytics enabling drill down to root cause and identification and implementation of effective action plans
  • Project management experience leading large workstreams
  • Consulting experience and leadership skills
  • Project management experience with efficiency in Microsoft Office programs especially Excel and Power Point
  • Experience in conduct risk, regulatory, control and compliance related functions
  • The incumbent should have a Bachelor’s Degree in Business, Project Management, Compliance, or another related field.
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: 19003759
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 4, 2019, 5:21:11 PM
Apply Get Referred