Business Analyst - CX Team (SQL exp required)

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Job Description


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


With more than 3 million surveys received from customers every year across the consumer, commercial and merchant space, the Customer Listening team within the Global Services Group is responsible for managing the end to end Voice of the Customer process. This process includes design and programming of the customer experience surveys which consist of 40+ studies translated in over 10 languages and delivered in more than 20 countries.


The CX / Market Research Analyst will support the transformation and innovation of the survey experience our customers follow when they receive our GSN CX surveys.  Among the responsibilities of the role include: design, program and test new survey methodologies, questions and channels; modify existing surveys and build/maintain existing dashboards in the Qualtrics platform. This person will work closely with product and process owners, subject matter experts from Qualtrics.

 

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


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


Qualifications

  • Experience with basic programming and/or coding (i.e. SQL, macros) and Big Data/ environment.

  • Prior survey/dashboard programming experience is a big plus. Strategic thinker who has a curious mindset and able to work in a “white space” environment to improve/transform processes

  • 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

  • Familiarity with survey scripting and data reporting platforms, proven experience building surveys and dashboards using Qualtrics is 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 

  • A strong customer first mindset with a pulse on the external landscape including trends and consumer insights

  • Proven relevant work experience, quantitative research background is highly preferred, although college graduates with relevant internship experience are also encouraged to apply

 

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 recruitment.support.uk@aexp.com or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

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ReqID: 19019759
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 19, 2019, 9:16:38 AM