Customer Experience/Market Research Analyst

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Job Description

Analyst- Customer Experience/Market Research

As part of our vision to provide the world’s best customer experience every day, the Global Services Group (GSG) within American Express plays a critical role by setting “THE” standard for customer experience that our customers rely on and committing to put our customers first as our top business imperative. Within GSG, the Customer Listening team is creating a Center of Excellence aimed at supporting external Voice of the Customer (VOC) needs across the enterprise and as a result we are looking for talented colleagues to own the relationship between our business partners and the multiple support groups that are part of the voice of the customer process (Technologies, Qualtrics among others).
In this role, the Analyst will report to a Sr. Relationship Manager who owns the relationship with groups across American Express (AmexInsights, Global Commercial Services, Travel & Lifestyle Servicing, etc.) that have a need to collect feedback from customers (NPS studies or relationships surveys and market research) as well as act as the subject matter expert for survey, reporting and dashboard development within Amex’s enterprise survey platform, Qualtrics.
Key Responsibilities:
  • Manage logistics for quantitative research projects, including maintaining organization and timelines among the different project stakeholders
  • Manage and maintain project related needs like developing or maintaining new or existing surveys/studies, creating or adjusting reporting/dashboards, leveraging Big Data platforms to enhance research
  • Collaborate with business partners and support groups to ensure projects run efficiently
  • Act as first point of contact to support business partners (Level 1 support), including providing periodic updates and keeping project documentation up to date
  • Raise critical project concerns with relevant support teams (Technologies, Qualtrics, etc.) and mobilize resources to resolve issues
  • Monitor Customer Health Metrics and intervene as early as possible when risks and problems arise
  • Develop and leverage cross-functional initiatives that will improve the overall survey experience and provide more insights
  • Understand challenges, industry trends, consult and help business partners achieve their objectives




  • Strategic thinker who has a curious mindset and able to work in a “white space” environment to improve/transform processes
  • Highly organized and detail oriented
  • Strong project and time management skills, able to lead and prioritize to deliver outstanding quality on time
  • Strong oral and written communication skills
  • Positive “roll-up your sleeves” attitude, a proactive mindset, and comfort with problem solving
  • Comfortable in working with relationships across the enterprise (including negotiation and influence skills)
  • Comfortable with analyzing data (Excel, reporting, metrics) – quantitative research experience a big plus
  • Comfortable with creating charts/visuals that convey project results in compelling ways (PowerPoint)- familiarity with data visualization tools (Tableau, InfoTools, etc) a big plus
  • Experience with basic programming and/or coding (i.e. SQL, macros) - prior survey/dashboard programming experience or Big Data/Cornerstone environment is a big plus
  • Knowledge of SPSS or other analytical software is a big plus
  • A strong customer first mindset with a pulse on the external landscape including trends and consumer insights
  • 1-2 years relevant work experience, quantitative research background is highly preferred, although college graduates with relevant internship experience are also encouraged to apply
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

ReqID: 19016834
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 13, 2019, 8:39:37 AM