Job Location: New York, NY
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let’s lead the way together.
Comprised of key internal and external servicing functions, the Global Servicing Group (GSG) delivers extraordinary customer care to Card Members, merchants and commercial clients around the world, as well as world-class consumer travel and lifestyle services and credit, collections and fraud operations. The organization is also home for several critical shared services that help power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security and service.
The Business Analyst will be an essential contributor to the GSG Executive Office, providing support to the GSG President and extended leadership team. A successful candidate will serve as a project manager (PMO) for daily office management and operations in addition to managing of various engagements and processes. Detail orientation and strong organizational skills are a must. Communicating frequently, candidly, and clearly with executive leaders and a diverse global team, and working independently while remaining flexible and adapting easily to evolving priorities will be essential skills for this role.
Key responsibilities include:
- Ensuring thorough daily preparation for meetings and engagements, including sourcing and tracking agendas, action items, and materials for key leadership team meetings. Bringing an organized, strategic, and analytical skillset to this key responsibility will be essential.
- Coordinating the executive customer escalation process, in partnership with the VPA and the Global Customer Research & Solutions team, including project management of process improvements arising from external customer complaints and coordinating bimonthly discussion forums on complaint themes.
- Serving as the primary point of contact for key business processes, such as campus recruiting and real estate.
- Supporting the execution of large forum meetings and deep dives, including domestic and international site visits, in partnership with the VPA and MA.
- Maintaining the monthly GSG Leadership Team scorecard and coordinating other regular reporting packages.
- Special projects in the Executive Office as needed, including assisting with presentations and various analyses.
Qualifications:
- Experience supporting and/or working with senior level executives and/or external customers in a professional manner.
- Excellent organizational and time management skills with extremely strong attention to detail and ability to manage multiple priorities at once.
- Experience in managing projects, such as large-scale meetings, offsite meetings, etc.
- Strong interpersonal and communication skills with the ability to form professional relationships across all areas of the company and externally.
- Demonstrated self-motivation and ability to proactively spot problems before they arise, find solutions, and provide timely follow-through on projects – identify creative solutions that address time, outcome, quality and influence across teams to drive results in changing and ambiguous situations.
- High degree of integrity to handle sensitive and confidential information with complete discretion.
- Strong work ethic, ability to be proactive and highly self-motivated but understands the key need to be a team player who is not afraid to step in and roll up their sleeves and have fun.
- Have a desire to understand the business, goals, and key messages.
- Familiarity with reading, understanding and/or producing MIS reporting.
- Good understanding of Microsoft Office, in particular Excel, PowerPoint, OneNote, and Outlook.
- Knowledge of American Express card business and/or service operations a plus.
Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
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.
We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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