At American Express, delivering exceptional customer experiences is central to building lasting customer relationships and driving sustainable business growth. Understanding what customers experience, why those experiences occur, and how they influence customer behavior enables us to identify opportunities to improve satisfaction, strengthen loyalty and retention, and drive better business and operational outcomes.
The Customer Listening – Insights & Analytics team brings together customer feedback, interaction, servicing, and operational data to generate insights that shape customer experience (CX) strategy and business decisions.
We are looking for an analytically strong and intellectually curious analyst who can combine deep data and statistical understanding, strong business judgment, and structured problem solving to solve complex CX problems.
This is not a reporting-focused role. The successful candidate will be expected to take ambiguous business questions, translate them into testable hypotheses, determine the right data and analytical approach, and turn evidence into clear business recommendations. The role also requires hands-on application of text analytics, NLP, GenAI and other advanced analytical techniques to derive insights from structured and unstructured customer data.
Required Qualifications and Skills
- Strong foundation in statistics and data reasoning, including practical understanding of population vs. sample, sampling and selection bias, distributions, confidence intervals, hypothesis testing, correlation vs. causation and regression.
- Strong analytical-method selection, with working knowledge of commonly used data-mining and machine-learning techniques such as segmentation, clustering, classification and regression, including when to use them, their underlying assumptions and how to evaluate results.
- Strong logical and structured problem-solving ability, with demonstrated ability to break ambiguous business problems into hypotheses, determine the evidence required, evaluate alternative explanations and arrive at well-supported conclusions.
- Strong SQL skills and proficiency in Python for data manipulation, statistical analysis, automation and analytical model development.
- Strong written, verbal and visual communication skills, with the ability to simplify complex analytical findings and influence business stakeholders through evidence.
- Demonstrated intellectual curiosity, attention to detail and willingness to challenge assumptions rather than accepting results at face value.
Preferred Skills
- Experience with customer experience and behavior analytics to drive business strategies.
- Experience with Tableau, Power BI or other data-visualization platforms.
- Experience translating analytical findings into recommendations that have influenced customer, operational or business outcomes.
- Hands-on experience with text analytics, NLP, GenAI or related advanced analytical techniques, with an understanding of how these approaches can be applied to extract meaningful insights from large volumes of unstructured customer data.
Education
- Bachelor’s degree in Statistics, Mathematics, Economics, Operations Research, Engineering, Computer Science, Data Science, Business Analytics, or another quantitative discipline.
- Postgraduate degree in a quantitative or analytical discipline is preferred but not required.
- Relevant certifications in statistics, data science, machine learning, NLP or advanced analytics are a plus.
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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
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.
