American Express Careers

Program Analyst I

Sunrise, Florida; Salt Lake City, Utah; Phoenix, Arizona; New York, New York
Customer Care Operations

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Job Description

At American Express, service has been at the core of our company for more than 160 years. In taking care of our prospects and customers, Global Service Group colleagues view each interaction as an opportunity to deepen a relationship. We aim to not only anticipate and solve customer problems, but importantly, to add value to every interaction. The Global Partner & Specialty Services group (GPSS) is an organization within Global Client Group (GCG) responsible for managing outsourced telephone partners that support our sales and servicing network. This team is responsible for two programs.  The first is Global Commercial Services (GCS) Small Business Premium Upgrade focused on upgrading existing Cardmembers to a premium product and driving profitable spend of target small businesses while building the American Express brand. The second is a lead generation program partnering with a company called GreenSky. The team is highly focused on driving efficiencies in these channels while maximizing profitability.
The analyst will primarily support the GPSS Premium Upgrade and GreenSky teams. Responsibilities will include, weekly reporting and forecasting, conducting ad hoc analyses and data requests, budget investment and invoice management, creating and distributing mid-month & monthly results and budget, and assisting with internal/external partner management. In addition, this analyst will help ensure we are maintaining our Customer First ethos on our calls.  Finally, this person will work closely with partners across the team on ad-hoc projects and analysis, and campaign execution support.
This exciting role provides the opportunity to become a subject matter expert in the telesales space. This entails leading cross-functional partners to ensure we hit our shareholder and customer goals by designing initiatives to increase agent efficiency and performance, response rates and spend through all levers such as training, and creative incentives.
This individual will work closely with partners across our multifaceted organization including GCS Marketing, Global Partner Systems, the Enterprise Analytics Team, and Finance. 
Key Responsibilities:
  • Identify, Analyze, Present and Close performance improvements as well as reengineering opportunities for the Small Premium Upgrade and GreenSky programs
  • Assist in strategy optimization and cross functional implementation of new strategies
  • Assist with internal/external partner management
  • Lead forecasting process; report results on a weekly/monthly basis
  • Provide detailed analysis on channel performance
  • Maintain cross-channel budget and invoicing
  • Perform ad-hoc analyses as requested and present findings to leadership
  • Partnering with multiple business units in a multifaceted dynamic environment to drive Shareholder, Customer and Employee metrics


  • Strong attention to detail, presentation, organizational and 
  • Strong project management skills
  • Advanced skills in Excel required (understanding how to develop and work with pivot tables, charts, etc), strong MS PowerPoint/Word skills
  • Ability to multitask and operate effectively in a rapidly changing, dynamic environment
  • Must be able to work effectively with multiple partners across both the internal organization and external agencies
  • Strong desire to be a part of a fast-paced marketing organization
  • Ability to interact effectively with all levels to influence and drive results without direct authority
  • Highly effective business partner relationship management 
  • Self-starter with strong problem solving skills
  • Strong written and verbal communication skills
  • Bachelors Degree preferred
  • 1-3 years of experience, preferably in analytical and/or marketing functions
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: 19010296
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 5, 2019, 8:52:37 AM
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