Analyst-Data Analytics

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Description:

• The Forecasting Team – within Global Capacity and Contact Management (GCCM) has one main objective – the accurate prediction of daily call volumes and average handle times, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.
  
• Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World.  We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.
  
• The Data Analyst position on the Forecasting Team will specifically play a key role in developing Short-Term and Long-Term forecasts for major products in the US market.
  

Job Responsibilities: 

• Develop Short-Term and Long-Term forecasts for major card products call volume in the US market
  
• Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations
  
• Develop and automate reports/dashboards to inform partners and senior leaders
  
• Manage ad-hoc projects and partner closely with Finance and Reengineering to identify opportunity areas and deliver analytical solutions
  

Minimum Qualifications: 

• Rigorous analytics/econometrics to effectively solve complex business problems
  
• Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization
  
• Strong programming/analytics skills are required (SQL, PYTHON etc.)
  
• Working experience in reporting (i.e. data visualization)
  
• Strong written and verbal communication skills
  
• Experience working with large datasets; knowledge of Hive, SQL, or other programming language preferred.
  
• Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred
  

Preferred Qualifications:

• Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics.
  
• Master’s degree preferred.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities
  

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.  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.