American Express Careers

Operations Analyst, Travel & Lifestyle Services (12 Month Contract)

Toronto, Canada
Customer Care Operations

Job Description

In Travel & Lifestyle Services we don’t just help our customers see the world, we help them truly experience it. We make membership come to life, every day and our mission is to become essential to our customers by providing differentiated products and services to help them achieve their aspirations.
Our Global Servicing Strategy includes significant focus on rigorously driving efficiency and process improvements, and utilizing scale and best practices to create an efficient global servicing network.
The Operations Analyst, for Canada Travel & Lifestyle Services is a 12 month contract position and will play a critical role in the success of the business’ Global Servicing Strategy by identifying opportunities and developing solutions to improve efficiency & productivity via the following responsibilities:
• Lead deep process transformation across the Canada Travel & Lifestyle Services business
• Make recommendations on process improvements, demand management and defect elimination by collecting and analyzing data, and drawing conclusions with robust quantitative methodology
• Develop strong partner relationships, working closely with Travel & Lifestyle Services frontline leaders, Central and other support teams to identify new opportunities
• Perform cost-benefit and feasibility analyses on identified opportunities to drive improved economics and share insights through presentations
• Project Manage, with key support of frontline leaders, the implementation of process improvement tests/pilots

•  Project Manage key business projects and initiatives working closely with Canada and Global Travel & Lifestyle Services leaders


• Experience driving process efficiencies in an operational/ contact center environment
• Demonstrated ability to understand, analyze data and produce meaningful conclusions
• Proven understanding of capabilities and ability to speak “travel” when necessary
• Confident and clear communication and presentation skills
• Passion for the customer experience in a high performing, high expectation culture
• Extremely organized with significant attention to detail
• Experience in the travel industry/ luxury market a plus
• Six sigma black or green belt an asset; project management experience required
•  Fully conversant with Office Suite particularly PowerPoint and Excel
ReqID: 19005579
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 17, 2019, 4:51:38 AM