Analyst-Data Analytics

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 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. 

The Forecasting Team – within SPOE has one main objective – the accurate prediction of demand – case setups, daily call inbound and outbound, and chat volumes, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.

Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World. We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.

The Analyst - Planning position on the Forecasting Team will specifically play a key role in developing Global Short Term and Long-Term forecasts for Fraud case setups, chat and call volume segments.

Responsibilities but not limited to: 

• Develop Global Short-Term and Long-Term forecasts for Global Fraud, inbound calls, outbound calls, and back-office volumes.
• Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and provide actionable recommendations.
• Develop and automate reports/dashboards to share insights with partners and senior leaders.
• Collaborate and effectively partner with multiple functional teams to acquire and apply knowledge of business growth initiatives, risk/financial actions and/or process optimization programs to identify risk and opportunities.
• Manage in a global 24x7 environment with the potential for dealing with crisis/contingency plan situations.
• Develop insightful content and analysis for communication with partners.
  

Minimum Qualifications: 

• Rigorous analytics/econometrics to effectively solve complex business problems
• Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization. 
• Develop and maintain forecasting models
• Strong programming/analytics skills are required (MS Excel, SQL, PYTHON, HIVE etc.).
• Working experience in reporting (i.e. data visualization, PowerBI, Tableau).
• Bachelor Degree required. 

• Strong written and verbal communication skills

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Preferred Qualifications: 

• Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred.
• Experience working with large datasets; knowledge of Hive, SQL, Google Big Query Cloud or other programming language preferred.
• Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics. Master’s degree preferred.

Salary Range: $78,000.00 to $124,750.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.