You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver exceptional customer experience every day. 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.

Our Team

The mission of the Global Strategy, Operations, & Performance (GSOP) Team within Global Merchant & Network Services (GMNS) is to be essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and support merchants globally and transform what it means to be an AMEX Merchant. GSOP consists of a diverse set of teams that support the GMNS business.

The GMNS Analytics team within GSOP is responsible for partnering with global markets to drive profitable growth, accelerating acceptance and amplifying the value of Amex acceptance to Merchants, bank partners and Card Members at scale. We offer powerful data and actionable insights to attract new businesses to engage with Amex, help existing businesses improve performance and capitalize on new opportunities.

Description:

The GMNS Analytics team is seeking an Analyst to support the Disputes Portfolio Reporting & Insights function. This role will design, enhance, and scale global reporting and dashboards that provide clear visibility into merchant dispute trends, outcomes, and performance drivers. The Analyst will partner closely with dispute operations, global markets, and data engineering to deliver timely, accurate, and actionable insights that strengthen merchant experience, enhance dispute resolution, and advance risk management and operational efficiency. The role will also contribute to modernization initiatives, leveraging automation, scalable data solutions, and emerging capabilities such as GenAI and machine learning.

Responsibilities:

Build and scale global dispute reporting and dashboards that deliver end-to-end visibility into trends, outcomes, and operational KPIs across markets.

Analyze dispute performance at global, regional, and product levels to surface root causes, emerging risks, and efficiency opportunities.

Conduct deep-dive investigations—including trend analysis, anomaly detection, and root-cause analysis—on dispute behaviors and merchant escalations.

Deliver stakeholder-ready insights that support merchant engagement, case preparation, and follow-ups, strengthening dispute resolution effectiveness.

Produce diagnostic merchant- and portfolio-level reports highlighting opportunities for dispute mitigation, operational improvements, and risk reduction.

Quantify the business impact of disputes by linking patterns to merchant profitability, operational efficiency, and merchant experience drivers.

Lead or support GenAI and machine-learning proof-of-concept initiatives and adopt emerging tools to modernize dispute analytics, enhance scalability, and address evolving reporting needs.

Qualifications:

3-5 years of relevant experience in analytical domain.Strong attention to detail, intellectual curiosity, and the ability to learn quickly in a fast-paced environment.Demonstrated ability to convert data into actionable insights and manage multiple projects simultaneously.Strong collaboration skills with the confidence to influence, challenge assumptions, and build productive relationships.Excellent business writing and presentation skills; ability to communicate complex findings clearly to diverse audiences.Technical Skills: Familiarity with Google Big Query, SQL, R, Python, Lumi, PySpark and Tableau.Experience in dispute analytics, risk operations, or in the merchant business preferred.Experience in Machine Learning/ Cloud / Gen AI is a plus.

Academic Background:

Bachelors in Statistics/Mathematics/Economics/ Engineering/Data Science with relevant experience.

Post Graduation in Statistics/Mathematics/ Economics/Engineering/Management is a plus.

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.