Analyst - Operations Technology

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.

How will you make an impact in this role?

We have some great new opportunities to join the Product team responsible for the design and launch and Testing of a new service portal called ISP (Intuitive Service Portal) including overseeing Application Entitlements and Reporting supporting multiple lines of business. This position will be responsible for partnering with our technology, product and strategy teams to drive the new user centric designed Servicing Portals leveraging user input and market tends in testing the user experience design.

Responsibilities:

• Responsible for User Acceptance Testing (UAT) activities that impact front-end, user-focused applications. This includes assessing the testing needs, determining the proper test configuration and data needs
• Writing & Executing test conditions and test scripts, recommending opportunities to automate repetitive tasks, and ensuring the completion of required test documents
• Document features, user stories and work with the scrum teams to prioritize the user stories.
• Define and deliver system solutions that improve the User and Customer experience and drive operational efficiencies while developing a Minimal Viable Product that enables future state capabilities.
• Monitoring project progress by tracking activity, resolving problems, publishing status reports, recommending actions and escalating appropriately
• Forging strong relationships with product teams, technology partners, and vendors

Academic Background: Graduate

Minimum Qualifications:

• Min. CCP servicing experience of 3+ years in Voice & Chat servicing
• Project Management skills
• Good communication skills
• Good presentation skills
• Proven success in continued learning
• Good understanding of end-to-end processes in Global Servicing Group
• Ability to work on multiple projects concurrently and implement time management strategies to ensure deadlines are met.
• Proven self-starter with strong problem solving and decision-making skills.
• Ability to assess risks, impacts or implications to operations areas or the
• customer.
• Strong written and verbal communication skills.
• Ability to flex work schedule to meet project demands including extended workday and/or possible weekends.

Experience Preferred:

• Proven proficiency with the Microsoft Office Suite of products, with strength in Excel and PowerPoint
• Previous experience interacting with various levels of leadership, through email correspondence, phone-delivered presentations and in person
• Previous experience successfully managing multiple priorities and/or working on multiple work streams
• Experience of successfully working in a timeline based environment to deliver accurate, timely results Preferred
• Curiosity and hunger to know how things work and ability to use that knowledge to find enhancement opportunities
• Project Management experience is an advantage
• Proven self-starter with strong problem solving and decision-making skills

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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