Analyst-Data Analytics

American Express · Banking & Financial Services

Gurugram, HR, India
On-site
Posted today
Apply by 8 Oct
Data & AI

About the job

Global Complaints & Privacy Team is responsible for servicing & handling customer complaint channels across multiple international markets. The team is responsible for ensuring resolution of Customer outcomes, identifying key trends across geographies, and ensuring compliance to key international regulations/laws and practices.

GC&P Analytics, Insights and Reporting Team leads reporting and analysis on the customer complaints data with the objective of converting them into meaningful insights & strategies for our business partners, enabling process improvements across businesses and enhanced customer experience as well as providing accurate and timely updates on complaints to the regulators. The team also closely work with Operations team to improve operational efficiencies.

The Analyst-Data Analytics will work directly with customers and regulators to achieve s. This is a high-profile role with frequent interactions with senior leaders.

Conduct research, including call listening and side-by-sides, to understand the full lifecycle of an interaction that results in a Complaint or Privacy concern

Partner with colleagues from Global Servicing and other business units to help identify root cause of complaints

Compile results of analysis and create insights packages for various business units and markets

Assist with validation efforts on model and Gen AI work to enhance our complaints insights

Support Regulatory, Operational, and ad-hoc reporting as required

Strong Expertise in SQL and Google Big Query

Strong attention to detail – this is a highly regulated space with no room for error

Experience working in GS or GTLS Operations

Familiarity with call recording platforms (NICE, Nexidia, etc.) and systems used by specialists (OPUS, ISP, etc.)

Proven thought leadership, strong communication, relationship management skills

Ability to work on multiple projects simultaneously, flexibility and adaptability to work within tight deadlines and changing priorities

Preferred Qualifications:

Experience with Global Complaints and Privacy data

Experience working with, analyzing, and summarizing large data sets

Experience in Data Visualization Tools

Experience with reviewing output of Gen AI tools or validating model output

Proficiency in reading additional languages (Spanish or French preferred)

Degree or certification in a quantitative field

Apply on American Express