Project Analyst II, Global Communication Capability

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Job Description

About American Express


American Express is a global services company that provides consumers and businesses with exceptional access to products, insights and experiences that enrich lives and build business success.


We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions.


Working at American Express


Experiences That Back You


What you choose to do for a living is one of the most meaningful decisions you can make. At American Express, our job is to help you excel at yours. We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.


Reasons to Believe

• An iconic global brand, where you can grow as a leader

• Meaningful and rewarding work that is performed with integrity

• A culture of learning in collaboration with great colleagues and leaders

• A unique career journey shaped by your talent and curiosity

• Support and trust to thrive in your career and life


The Powerful Backing™ of American Express.

Function Description:

The Global Services Group (GSG) at American Express delivers extraordinary customer care to Card Members and Merchants around the world, while providing world-class credit, collections and fraud services, and driving revenue growth for the company.

The Business Communications Delivery team builds and modifies new communications and ensures that we support the E2E lifecycle of communications even when they are beyond our designated boundaries, to ensure customers have a great experience at American Express. We are responsible for empowering our Colleagues with tools and solutions needed to drive engagement and satisfaction with our Customers, recognize and solve their needs with ease.

Seeking a creative and innovative Project Analyst to deevelop and manage communications for Servicing Communications Platform (SCP) under the Global Servicing Group.

Responsible for managing accuracy and improving communications sent to our customers, ensuring that the process is working smoothly, ensure timelines are met and if required suggest innovation and improve quality and remove inefficiencies in the process. Responsible for optimization opportunities to ensure that rejects are minimized and eliminated in long term.


  • Provides input on letter design via Design brief, provides design complexity matrix & estimation working closely with Letter Developers.

  • Business Object Creation using XSD & BO Management, Creating required properties including Derived, Object, Simple, etc.

  • Validates data/variable related inputs provided in Design Brief, works closely with Tech-data team regarding variable updates and changes.

  • Provides complexity matrix and estimation for creating Derived properties

  • Works closely with Communiction Developers during DDV build phase for any data related support.

  • Ability to provide test data inputs working closely with Tech-data team during Unit test phases to Letter Developers.

  • Create new communications and update the existing one per business standards

  • Ability to validate test cases with Business and technology team on data related components.

  • Thunderhead certification preferred.

  • GSN/CSN/GMS process knowledge preferred.

  • Agile Scrum certification is good to have.

  • Preferred Additional:

  • Graduate with 2+ years of working experience on Thunderhead / communications.

  • Understanding of working Agile methodology


Critical Factors to Success:

Business Outcomes:

  • Deliver timely communications and ensure to adhere by the requirements

  • Design, build and disseminate innovative business strategies by leveraging data

  • Support strategies and perform RCA to improve the overall process and identifying new opportunities proactively

Leadership Outcomes:

  • Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.

  • Demonstrate learning agility, make decisions quickly and with the highest level of integrity 

Past Experience:

2+ months of Communication Platform experience

Preferred: Previous experience of outbound communications

Academic Background:

Any Graduate

Functional Skills/Capabilities:

  • ThunderHead and Couchbase preferred

  • Technical Skills/Capabilities:

  • ThunderHead

  • Axiom, SCP


Knowledge of Platforms:

ThunderHead, Monocle

Behavioral Skills/Capabilities:

Enterprise Leadership Behaviors

  • Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective

  • Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential

  • Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage  

ReqID: 20000243
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 10, 2020, 4:29:59 AM