Business Research Technical Analyst

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Job Description

Voice of the Customer (VOC) Technical Research Analyst

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 an enterprise Center of Excellence aimed at supporting external voice of the customer (VOC) and market research needs across the enterprise. As a result, we are looking for talented individuals with a strong technical background who will serve as a cross functional liaison to handle colleague touch-points and issues while simultaneously designing, implementing, and sustaining new projects that can range from business intelligence efforts to complex survey programming efforts as part of market research studies.


The successful candidate will be part of a global team responsible for:

  • Program web-based surveys (e.g., maxdiff, conjoint, Q-sort) and conduct survey maintenance (data and quota adjustments, changes to production surveys)
  • Support the survey translation process and assist with quality control checks on survey datasets
  • Responsible for delivering insights, reporting, data visualization and analytics using Tableau
  • Work closely with internal business partners to deliver and expand our data visualization / Business intelligence capabilities within their data ecosystem
  • Comfortable working across our software stack as the need arises
  • Collaborate with a mix of technical and non-technical people and in white-space environment

Minimum Qualifications

  • Experience with programming languages, especially for data manipulation and survey programming (Python, SQL, JavaScript, JSON, HTML, CSS, API)
  • Advanced knowledge in Tableau
  • Quantitative and qualitative research experience with range of methodologies and tools is a must, and candidate should be comfortable with writing complex survey questionnaires and discussing guides, developing screeners
  • Previous experience in survey programming (Qualtrics is a big plus)
  • Bachelor's degree with quantitative coursework or equivalent experience
  • Tech-savvy with interest in product and strong analytical problem-solving skills (must have a love for problem solving / finding solutions to complex issues) 
  • 2+ years of work experience in Customer Insights, Marketing and/or Consulting is a plus
  • The ability to plan, work and meet deadlines

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: 20002396
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 13, 2020, 1:37:53 PM