Posted 6 months ago by

Operations Analyst - Value Generation Center of Excellence (Sunrise, FL; Phoenix, AZ; New York, NY)

United States
Employment: Full Time Experience: Mid-Level

The American Express mission is to be the world’s most respected service brand. Global Servicing Network (GSN) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30,000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders. Within GSN, the Servicing & Value Generation Strategy team is responsible for devising and implementing long-term, cross-GSN strategies that deliver on our key goals of improving operational efficiency and driving revenue for the Blue Box via Value Generation and other efforts.
Reporting to the Director of Value Generation Center of Excellence, the Operations Analyst- Servicing & Value Generation Strategy will be a key contributor to helping the team deliver Value Generation strategies and solutions that drive incremental business revenues and optimal customer experience. . The role requires very close collaboration with partners within Global Servicing Network groups such as the Customer Engagement Network, Global Business Integration, Global Partner Network, Service Delivery Leaders, Team Leads and Customer Care Professionals in addition to Business Unit partners and close partnership within the S&VGS; team. This is an exciting opportunity to be an integral part of a key GSN priority, Value Generation, and to drive revenue growth while being a key part in creating new, innovative solutions in the opportunity-rich customer service environment.

Job responsibilities:
  • Support the Val Gen programs with recurrent and ad hoc performance reporting, ensuring accurate and timely delivery
  • Perform regular analyses, sizing, CBAs and forecasts
  • Work across global teams to collect, analyze, compile and derive data, including creating proxy data when needed
  • Use data to tell a story and/or help make points to effectively influence change, optimize and create efficiencies in the program(s)
  • Set up infrastructure and/or improve existing processes for efficient reporting methods, models and ongoing team activities
  • General team support including, but not limited to attending meetings on behalf of team members, organizing collateral, create/update decks, etc
  • Degree in Finance/Analytics or other related field
  • 1+ years experience in data management, performing reporting or data-centered activities
  • Advanced excel skills required
  • Strong verbal and written communication skills with the ability to connect details to the bigger picture
  • General understanding of B2B customer experience and growth drivers
  • Understanding of GSN operations and CCP ecosystem including performance drivers, incentives and Value Generation levers
  • Experience with Compass, Tableau, and other GSN and/or MIS tools highly desired
  • Ability to learn quickly, independently and actively problem solve
  • Ability to operate effectively in and enjoy a very fast paced, quickly evolving environment
  • Strong attention to detail and highly effective organization skills
  • Self-starter with a positive attitude and a growth mindset
  • Flexibility to cover project demands including some early or late hours for meetings

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions

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