American Express - Service Deivery Leader- Customer 360 - Analysis & Reporting

Job Description :

This is a Band 35 role :

American Express is a global services company and the world's largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide - combined with our leading edge marketing, information management and rewards capabilities - enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests.

American Express for 9th consecutive year has been voted among India's top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work - Hall of Fame- .

At American Express, we serve customers, not transactions. We- re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.

A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.

Come join us and realize your potential.

This opportunity is in American Express Data Platform and Capabilities, part of the Sales and Business Enablement (SABE) team in GBS based out of Gurgaon, responsible for developing new business opportunities, launching & supporting new products and services, and expanding product distribution to support enterprise value and drive revenue growth. The team is focused on meeting the business needs of our customers by creating information products and services that leverage the American Express closed-loop data. The incumbent will be responsible for supporting Customer 360 product within Enterprise Digital and Analytics (EDA) organization.

The Customer 360 team in Enterprise Digital and Analytics (EDA) organization within American Express is responsible for providing solutions to create a 360 view of our customers across different businesses. C360 product uses big data platform and algorithms to recommend accurate information using internal Amex and External data sources. It has lot of enterprise wide use cases catering to consumer, commercial and merchant business- needs. C360 is American Express- global Big Data ecosystem based platform and is critical enabler of innovation and growth for the company. This is a pivotal time for data aficionados at American Express.

Your mission is to provide best in class data analysis and reporting support for the C360 product owners and other stakeholders. You are the go-to person for C360 product owners for any data analysis to enable product enhancements and expansions. You analyze, respond promptly and positively to inquiries and find deeper insights. Beyond the day-to-day, you improve the C360 user experience by building long term relationships with customers and contributing to documentation and on-going project efforts. You are customer oriented, highly technical, and are comfortable problem solving. You're a fast learner and great communicator who can support C360 users.

This position puts you at the core of C360 implementation team and at the front lines of one of the largest execution and data decisoning platform at American Express. This is your chance to learn the business and the people utilizing C360, build relationships, and become an American Express data guru.

At C360, our users come first and this team takes that promise to heart.

Responsibilities of the candidate would include :

- Lead, coach and mentor a team of business analysts to drive data analysis, insights and reporting & enable product enhancements and expansions

- Partner effectively with all stakeholders to establish guidelines, metrics & goals. Establish scorecard for transparent reporting

- Identify deeper insights across markets/ regions, strengthen the algorithms by data sampling and testing and much more

- Partner with product owners and other stakeholders to find relevant insights

- Drive insights from issues & partner with tech & business teams to evolve the platform & overall user experience

- Drive development of tools and solutions to increase operational efficiency with focus on excellent user journeys and experiences

Qualifications :

Required Skills :

- 8+ years- experience leading a teams in data warehousing environment

- Bachelor's Degree is required (4 years), master's Degree is strongly preferred

- Knowledge of Hadoop architecture & related tools/technologies

- Strong understanding of complex data warehousing environments and ability to derive insights from the data

- Systematic problem solving approach, coupled with a strong sense of ownership and drive with the ability to adjust quickly to changing priorities and make progress in areas where a high ambiguity and uncertainty exist

- Strong customer service, organizational, prioritization, multitasking, communication and leadership skills

- Strong analytical skills including the ability to think through all aspects of complex business requirements and generate possible courses of action

- Demonstrated ability to drive results and manage multiple relationships and projects, proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change

- Ability to prioritize and deliver work within a deadline-driven climate

- Strong communication skills oriented toward working with customers to document their product needs

- Experience of working in a case management system such as Service Now, JIRA etc.

- Proficiency in Python, Hive and SAS/SQL programming skills an basic Unix Skills

The Apply Button will redirect you to website. Please apply there as well.

#NOLI