Customer Experience Performance Analyst (Insurance)

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Job Description

You’ll do more than the expected. You’ll do the unexpected. 

International Insurance is a key driver of revenue for GNICS, working with insurance companies to offer highly valued insurance policies (Fee) to Customers across the proprietary markets. International Insurance also drives the cost-efficient provision of No Additional Charge (NAC) insurances to Card Members across international markets – an essential part of the card value proposition.


The International Insurance Central Team partners with local market teams and is responsible for driving Global Partner and Product Strategy, structuring and managing Proprietary NAC insurance portfolios, Risk Financing/Reinsurance and the Insurance Control Environment.


As the insurances we offer to Customers are managed by Third Party insurers, we have a critical responsibility to understand the processes of our Third Parties and to drive a sustainable strategy that ensures high service standards for our customers.


The successful candidate will report directly to the Portfolio & Partner Service Quality Manager and collaborate with other members of the central team, as well as the international market teams and external third parties.

Principal Accountabilities

Across American Express, business units measure customer satisfaction by survey Recommend To Friend (RTF) scores.  Therefore, the survey programme is an absolutely key requirement for any business; VoC feedback not only demonstrates what product/services customers value but also what we need to do to make it easier for them to do business with us.  Insurance claims in particular are a moment of truth and surveys are essential for confirming that we have our customer’s backs.


On average, we send 130k insurance surveys invites annually across more than 20 International markets and covering all three regions.  We have driven improvements in RTF scores in recent years and are now equal to the Customer Engagement Network (CEN) RTF scores in most markets (approx. 60% RTF).


Voice of Customer (VoC) survey programme management

  • Maximize opportunities for increasing scope and coverage of survey programme, across insurance Acquisitions/Cancellations/Claims.

  • Regularly monitor survey volume to ensure maximum coverage

  • Identify survey process issues and data errors, then collaborate with various Technology teams (eg. Voice of Customer Technologies -VOCT) and partners to resolve.

  • Liaise with Enterprise team & vendor to enhance format and functionality of surveys.

Customer Experience Analysis

  • Identify key customer concerns through review and analysis of customer survey feedback across product type and market:

    • Collate feedback from customer surveys
    • Analyze and identify key themes raised by customers
    • Draw conclusions and recommendations to improve RTF
    • Presentation of conclusions to internal and Third-Party stakeholders

Influence Third Party Service Structures

  • Support B35 in reviewing current internal and Third Party operational servicing processes

  • Monitor clearly identifiable metrics and review impact of actions on customer survey responses

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Ideal candidate will have:

  • Strong analytical skills to support problem solving & fact finding for identifying opportunities.

  • Demonstrable ability to deliver multiple tasks effectively.

  • Passion for improving customer experience.

  • Some experience of SFT datafeeds would help.

  • Willingness/flexibility for some occasional overseas travel, extent of which is somewhat driven by the incumbent.

  • Ability to work autonomously – our central team has a fairly flat hierarchy so this role will have the opportunity to test & learn their own ideas/theories.

Key skills are:

  • Analytical mindset and skilled at manipulating data/numbers.

  • Ability to clearly present analysis/findings.

  • Excel (pivot tables), PowerPoint.

  • Ability to work effectively across international markets.

  • Demonstrates a superior level of diligence to ensure delivery across multiple concurrent activities.

  • Comfortable liaising with external partners – good communication and relationship skills needed, demonstrated within a matrix organization.

Why American Express?

There’s a difference between having a job and making a difference.


American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.


We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.


Because we believe that the best way to back our customers is to back our people.


The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).


ReqID: 19018715
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 6, 2019, 4:26:00 AM