American Express Data Analyst - Voice of the Customer in Tallahassee, Florida

Our global Voice of Customer team in the Global Servicing Network is looking for an analytic professional to apply quantitative and qualitative techniques against Voice of Customer data to drive customer experience improvements. The Analyst identifies the main factors that delight and dismay our customers and turns these insights into customer experience improvements by leveraging partnerships with various business units across the enterprise. The successful candidate will have a passion for the customer and prior experience turning raw data into valuable insights.

  • Master’s or Bachelor’s Degree in a Statistics, Operations Research, Computer Science, or Engineering field strongly preferred

  • Knowledge of SQL, Python and Apache Hive is strongly preferred

  • Experience with a variety of statistical techniques (e.g. clustering, factor analysis, logistic regression, text mining, decision trees, discriminant analysis, etc.)

  • Demonstrated ability to quickly learn new systems and languages

  • Exposure to Natural Language Processing a plus

  • Experience with statistical/mining analysis tools Tableau, PolyAnalyst, SAS, R and relationship databases a plus

  • Must have the ability to handle multiple projects simultaneously and respond to changing priorities

  • Exceptional problem solving and analytical skills

  • Strategic thinking: Ability to understand the Global Servicing Network priorities

  • Team player with the ability to build and maintain relationships

  • Track record of analyzing multiple sources of data (ex: call center data, survey data) to distill insights with the objective of driving business outcomes

  • Strong verbal and written communication skills.

  • Positive attitude, a will to win and a sense of humor are all required

  • Knowledge about American Express operations, products and servicing capabilities are a plus

Job Technologies

Title: Data Analyst - Voice of the Customer

Location: FL-Tallahassee

Other Locations: US-Florida-Sunrise

Requisition ID: 18018502