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.

 

Function Description:

 

Global Services Group (GSG) brings together the company’s external and internal servicing functions to provide best in class servicing to our customers and colleagues.

Emerging as the Enterprise Sales Operations & Business Enablement utility, SABE (Sales & Business Enablement) drives standardization & agility for the organization. Sales Operations includes Pre-sales, acquisition & Account Management while Business Enablement includes Platform & Capabilities.

 

Enterprise Data Platforms (EDP) team in Enterprise Digital & Data Solutions (EDDS) is responsible for managing Amex data & capabilities on the centralized enterprise platforms. Cornerstone platform uses big data-based environment to house all Amex data and a key analytical environment for carrying out complex data analytics and support business decisioning.

 

How will you make an impact in this role?

 

EDP teams in SABE will be responsible for providing centralize servicing & product operations for Enterprise Data Platforms Cornerstone and NGBD platform Lumi and all other associated capabilities/platforms such as Hyperdrive, Qalibrate, nVision to ensure timely resolution of queries raised by Enterprise users, ensuring smooth onboarding, driving & governing core platform functions while working closely with the EDP Product owners.

 

Responsibilities:

Responsible for Supporting key Enterprise data platforms for e.g: Cornerstone, Lumi.Subject matter expert of the Amex data platforms and provide both functional and technical support to our business usersManage and enhance servicing experience for end customers through high quality resolutions & strong process adherence.Understanding of key customer servicing requirements like, SLA Adherence, SOP/ knowledge-based servicing.Strong understanding of Data Platforms with hands-on technical skills on Hive, Python, BigQuery, SQL, Tableau, Big Data, Cornerstone and Cloud Technology.

 

Candidates should have Servicing Ops, Business or Product Support experience with strong customer first mindset:

 

Servicing:

 

·            Manage and enhance servicing experience for end customers through high quality resolutions & strong process adherence for intake, prioritization, governance, reporting, escalation.

·            Identify and document best practice guidelines to build knowledge within team and reduce the overall product & process issues.

·            Take appropriate action to close feedback loop by recommending solutions to unstructured challenges via correct channels.

·            Ideate & innovate on customer self-serving products/capabilities and drive change management.

·            Create executive ready documentation and dashboards with actionable business insights.

·            Be an SME and go to person for all workstreams and activity types being supported by team.

·            Providing clear recommendations for streamlining process and enhancing product, through feedback loop analysis over user pain points and intake requests, supporting leaders to drive the implementations.

 

Minimum Qualifications

 

·            A bachelors or master’s degree in STEM with 8+ years’ experience in Servicing, Data Analysis & related data roles. In addition to requirements as above, the following skills would help the candidate excel in the role. 

·            Conduct deep analysis to uncover trends, recommend business solutions and implement strategic initiatives. 

·            Provide consultation to business and recommend appropriate solutions based on clear understanding of business needs,

·            Multi-tasking in a fast paced, agile, cross team collaborations & initiative.    

·            Automation skills working with Excel, Python

 

Preferred Qualifications

 

·            A bachelors or master’s degree in STEM with 0-5 years’ experience in Servicing, Data Analysis & related data roles. In addition to requirements as above, the following skills would help the candidate excel in the role.

·            Conduct deep analysis to uncover trends, recommend business solutions and implement strategic initiatives. 

·            Provide consultation to business and recommend appropriate solutions based on clear understanding of business needs

·            Create high quality and executive ready documentation and actionable business insights.

 

Critical Factors to Success (Outcome Driven):

 

Business Outcomes:

·            Identify and problem solve complex customer issues spanning data needs, access problems, query optimization, tool troubleshooting and much more

·            Drive insights from issues & partner with tech & business teams to provide product consultation to evolve the platform & overall user experience

 

Leadership Outcomes:

·            Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders

·            Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings

·            Demonstrate learning agility, make decisions quickly and with the highest level of integrity.

·            Deliver the world’s best customer experiences every day

 

Past Experience

 

·            0-5 years of hands-on experience in production support or data environment

 

Preferred: Payments Industry Experience, Big Data Platform, Servicing Mindset.

 

Academic Background

Bachelor’s degree in STEM fields w/ work experience in information management, strategy, or the payments business.

 

 Functional

·       complex data environments and ability to troubleshoot issues.

·       Customer service, prioritization, multitasking, communication & leadership skills

·       Case management system such as ServiceNow, JIRA etc.

 

Preferred

·       Knowledge of Hadoop architecture & related tools/technologies

 

 Technical

 

Must have -

·       PL/SQL

·       HIVE

 

Preferred

·       Sisense

·       Unix

·       Python

·       Big Query

·       Advanced Excel

·       Exposure to Chatbots, AI/ML use cases

Platforms

·       Big Data – Hadoop

·       Knowledge of Data Management systems

·       MS Office suites (Excel, PowerPoint, Word)

·       ServiceNow/Rally/ JIRA

Preferred

·       Google Cloud

 

 

 

 

 

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.