Analyst-Data Analytics

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Function Description:

With millions of surveys received from customers every year across the consumer, commercial and merchant space, the Customer Listening team within the GSN 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.

Purpose of the Role:

The Data 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.

Key Responsibilities:

• Implement best practices in market research and survey design across a variety of use cases and industry verticals
• Prepare dashboards and analyses that enables users to gather insights and self service
• Monitor health of the process to ensure survey and dashboard platforms are fully functional; report and take actions when risks or issues arise
• Integration and launch of new projects which involve survey design, programming, testing and implementation as well as the relevant dashboards and reports of survey responses and survey process.
• Work closely with internal team members, Qualtrics vendor, and business partners across different verticals to understand requirements as well as support with Qualtrics expertise as needed.

• Expertise in survey scripting and data reporting platforms a must, proven experience building surveys and dashboards. Experience on the Qualtrics platform is a big plus.
• Prior coding experience (Matlab, R, Python, VB, Java Script, CSS, HTML, etc.)
• Experience with Tableau, APIs and Salesforce integration is a big plus
• 1-2 years of experience in the SaaS (Service as a software) industry is preferred.
• Market Research experience and experience will be a big plus.
• Comfortable in a fast-pace, unstructured, and highly competitive environment.
• Detail-orientation with an ability to prioritize and meet deadlines.
• Ability and willingness to work with partners across time zones and in several different countries and markets.