Data Analyst

American Express - Sunrise, FL4.1

Data Analyst (B30)
TLS serves both premium and non-premium Card Members around the world in numerous ways via several servicing channels including our telephone service centers (predominantly for premium Card Members) and market specific travel websites. There are significant opportunities for the TLS business to operate in a more efficient, streamlined and global servicing model.

The Data Analyst role in the Design Engineering team will be responsible for providing analytical support in the delivery of breakthrough innovation and transformational initiatives for American Express Travel and Lifestyle Services (TLS). The key focus of this role is on improving the economics and efficiency of operational inbound contact center processes, thus delivering improvements in the customer experience.

Responsibilities include:
Query and analyze large sets of data to draw conclusions and make recommendations to the business using statistical models and data mining techniques combined with business and operational knowledge.
Conducting various analyses and providing thought leadership to identify new ideas that lead to improved efficiency and customer experience in our Inbound Contact Center.
Support the business with process mapping, identification of process improvements opportunities, feasibility studies, demand management efforts, and defect eliminations for the purposes of generating cost-savings and improving customer satisfaction.
Work closely with Operations leaders and Project Managers to further develop existing ideas, prioritize them, and implement them.
Develop cost-benefit analyses and prepare business presentations to share with leadership and gain buy-in.


Basic Qualifications:
Bachelor’s Degree in Analytics or Process Improvement or Computer Science related is required
Working experience with database includes Microsoft SQL, Teradata, Oracle
Experience in using advanced data analytics tools to perform analysis and uncover the insights. For example, Python, R or SAS
Knowledge on big data technology
A creative and innovative professional with strong analytical background
Self-starter and naturally curious about finding transformational and customer experience improvement opportunities
Critical skills include proficiency with analytical and process improvement tools and techniques, strategic thought leadership and execution skills, strong negotiation skills and data mining skills to generate rich insights
Excellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment are required

Preferred Qualification:
Master’s Degree in Analytics or Process Improvement or Computer Science related fields
Industry Experience as Project/Data Analyst with a track records of pulling, manipulating, processing and developing meaningful insights from large datasets
Coding proficiency in R or Python
Understanding or experience with Data Mining and Machine Learning Algorithms
Query performance tuning skills using SQL
Experience with using Big Data Technology including Hadoop and Hive

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

ReqID: 19011511
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 17, 2019, 12:07:17 PM