Project Analyst (Servicing Engineering & Optimization)

at  American Express

QUALIFICATIONS:

• Intermediate proficiency in MS-Excel knowledge is REQUIRED.
• Familiarity with systems such as NICE, Nexidia, Hive, Cornerstone, Tableau, Qualtrics AN ADVANTAGE
• Strong working understanding of internal Global Services Group processes and its functional areas AN ADVANTAGE
• Innovative and creative thinking, including the ability to identify patterns and propose solutions to long-standing business problems, and ability to act as a motivator for change.
• Analytical thinker and problem solver, comfortable working with data and able to resolve complex problems independently.
• Strong written and verbal communication skills combined with an ability to interact optimally with senior leaders and business partners.
• Solid ability to quickly adjust to shifting priorities, multiple demands, ambiguity, and rapid change.
• Solid track record of working proactively and independently to get results and being able to lead and influence without direct authority.
• Experience with leading a project AN ADVANTAGE
• Sentiment extraction and analysis through call listening experience AN ADVANTAGE

HOW WILL YOU MAKE AN IMPACT IN THIS ROLE?

Program Management Team is responsible for identifying, designing, deploying, and maintaining all core elements related to Enterprise RBST requirements and ensuring consistency across all markets and Testing Teams. This role has a global scope, with a requirement to work across markets / teams and deliver on aggressive transformational priority projects to support core priorities and business strategies.

PURPOSE OF THE ROLE:

The American Express Servicing Engineering & Optimization team is responsible in driving efficiency and effectiveness thru cost-saving project initiatives within our Global Servicing Group (GSG) line of business.
As a Project Analyst, you will execute GSG capability and process improvement projects, evaluate feasibility of initiatives using financial and statistical tools, collaborate with a diverse and geographically dispersed cross-functional teams, and communicate with project customers and stakeholders.

RESPONSIBILITIES:

• Drive implementation of projects that improve the experience, efficiency, and effectiveness of GSG functions through capability and process changes
• Partner with multiple teams including Operations, Capabilities, and Technologies, among others to develop collaborative approaches while jointly prioritizing and addressing key business opportunities.
• Supervise multiple concurrent initiatives and own the implementation in production
• Enable tactical delivery of strategic themes including making processes easier, faster, and consistent.
• Deliver, assess, and report the key success metrics/outcomes and review with the leadership by setting up a strong governance structure