Analyst - Risk Management

As marketers at one of the most iconic brands in the world, we play a major role in building authentic relationships with customers who impact life and business around the world. Here, creativity and inspired storytelling combine with powerful data-based marketing and hyper-personalized digital communication to create a genuine human connection that drives business results. As a part of our diverse community of marketers, you can have a breadth of different marketing experiences and do virtually anything from connecting small businesses to new customers to uncovering insights that inspire the future of payments. Create a dynamic career while doing work that matters for people and businesses everywhere. Find your place in marketing on #TeamAmex.

The Enterprise Comms and MarTech Experiences (ECMX) team is a global organization that sits within Membership Portfolio Services (MPS). It is American Express’ marketing services center of excellence with the charter of powering high quality, efficient, user-centric digital marketing experiences that accelerate business growth through optimized enterprise MarTech & MarOps solutions.

This role sits within the DOE & BONUSING MARTECH EXPERIENCES (DBMX) team of ECMX business unit. The DBMX team is a global team, responsible for enabling Merchant and Card Member growth strategies, while ensuring flawless marketing delivery and a continuous focus on operational transformation. For priority markets, all Global Merchant Services Card Member offers are required to go through an E2E Campaign Execution Process which includes the mandatory approvals required before launching in-market.

This is an exciting opportunity to be a part of the Global DOE Escalations and Monitoring Team (GDEM) located within our Center of Excellence (CoE). 

Campaign monitoring is one of the most important and critical phases of the campaign lifecycle. The GDEM campaign monitoring team is responsible for reviewing analyzing and issuing adhoc credits issued to Card members for Registered Card Campaigns. The team aims at improving campaign accuracy and enhancing Customer Experience. Thorough research is done on each adhoc credit to figure out the root cause and the scale and impact of the issues. The team also provides possible solutions and has regular connects with relevant stakeholders to collaborate and aims at resolving complaints timely and accurately. 

The incumbent needs to have a sound business acumen, Marketing and/or Operations experience and excellent interpersonal skills.

The incumbent should be able to lead and support the various initiatives which would involve working with multiple business partners and global colleagues. S/he should have an eye for detail and be adept at problem solving. S/he must possess effective collaboration and communication skills and should be able to work independently and as a team.

Responsibilities

• Perform thorough research on Complaints from Card Members received on daily basis


• Identify issues proactively and through Card Member Complaints by conducting root cause analysis on Offers, and then take corrective and preventive actions (CAPA)


• Ensure compliance and quality review of all components


• Monitor Offer Performance and make timely recommendations to address any concerns


• Escalate complaints that may need further research by relevant teams and partner to provide timely resolutions.


• Drive processes improvement solutions, support mitigation of process risk and generate data insights for leadership, stakeholders and program partners


• Ensure all work is carried out and documented in accordance with required standards, methods and procedures


• Manage stakeholders, streamline and standardize process, drive process efficiencies and customer satisfaction

• Strong relationship management skills, and ability to influence and collaborate across multiple partners and stakeholders.


• Proven ability to independently manage multiple workstreams and consistently drive results.


• Strong attention to detail to ensure complaints are resolved accurately


• Project management skills with a strong focus on process excellence


• Demonstrates analytical and systematic approach to problem solving- Knowledge of advanced excel, VBA, Power BI, Python, SAS highly desirable


• Ability to think innovatively and challenge the status quo.


• Excellent verbal and written communication


• Desire to work in a fast-paced, dynamic environment.

• Bachelor’s degree in a relevant/quantitative field with 4+ years of experience, preferred


• Post Graduation certification preferred – PGD, Masters, Preferably in Marketing

• 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