Business Analyst, Global Business Travel
Company Name:
American Express
## Description
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more /.
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
As a Business Analyst for American Express Global Business Travel you will be responsible for:
Conducting in-depth customer experience analytics (from CSAT surveys and other customer experience measures) and derive insights/ opportunities to enhance customer experience
Utilizing statistical data techniques to perform key driver analysis and create satisfaction models
Conducting deep ad-hoc analyses based on findings or specific business requests Identifying business process pain points and providing recommendations for improvement
Working with service delivery operations teams to drive recommendations to action plans
Working closely with vendor (Medallia) Marketing Analytics team to ensure CET analysis enhance power of analytics by linking with customer data
Managing complex business processes as it relates to systems, technologies and operations in support of identifying process improvements, friction points and solutions to meet all constituent needs
Providing ongoing support to Operations training and education to improve CSAT and Great Customer Experience (GCE) results
Leading Servicing and Operations calls and to identify and research complex issues for root cause and recommend/ execute solutions to close gaps
Acting as a subject matter expert in support of business groups
## Qualifications
The Ideal candidate will possess:
Strong drive for results and will to win
Strong analytical and modeling skills, including familiarity with statistical techniques and tools; expert level proficiency with Excel, Access, etc
Ability to drive insight from analysis
Familiarity with AXP customer data and marketing is a strong plus. In addition, seeking an individual with Strong collaboration and influencing skills
Strong presentation skills, particularly in the development of compelling and insightful materials
Self-starter; comfortable with ambiguity
Prefer experience working with surveys in a contact center environment Demonstrated experience in handling multiple priorities
Excellent oral and written communication skills
Innovative, self-motivated team player.
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the EEO is the Law poster. If the link does not work, please copy and paste the following URL in a new browser .
Job: Finance
Primary Location: United States
Schedule: Full-time
Job Posting: Jun 3, 2014, 9:11:59 AM
Req ID: 14007623Estimated Salary: $20 to $28 per hour based on qualifications.
American Express
## Description
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more /.
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
As a Business Analyst for American Express Global Business Travel you will be responsible for:
Conducting in-depth customer experience analytics (from CSAT surveys and other customer experience measures) and derive insights/ opportunities to enhance customer experience
Utilizing statistical data techniques to perform key driver analysis and create satisfaction models
Conducting deep ad-hoc analyses based on findings or specific business requests Identifying business process pain points and providing recommendations for improvement
Working with service delivery operations teams to drive recommendations to action plans
Working closely with vendor (Medallia) Marketing Analytics team to ensure CET analysis enhance power of analytics by linking with customer data
Managing complex business processes as it relates to systems, technologies and operations in support of identifying process improvements, friction points and solutions to meet all constituent needs
Providing ongoing support to Operations training and education to improve CSAT and Great Customer Experience (GCE) results
Leading Servicing and Operations calls and to identify and research complex issues for root cause and recommend/ execute solutions to close gaps
Acting as a subject matter expert in support of business groups
## Qualifications
The Ideal candidate will possess:
Strong drive for results and will to win
Strong analytical and modeling skills, including familiarity with statistical techniques and tools; expert level proficiency with Excel, Access, etc
Ability to drive insight from analysis
Familiarity with AXP customer data and marketing is a strong plus. In addition, seeking an individual with Strong collaboration and influencing skills
Strong presentation skills, particularly in the development of compelling and insightful materials
Self-starter; comfortable with ambiguity
Prefer experience working with surveys in a contact center environment Demonstrated experience in handling multiple priorities
Excellent oral and written communication skills
Innovative, self-motivated team player.
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
Click here to view the EEO is the Law poster. If the link does not work, please copy and paste the following URL in a new browser .
Job: Finance
Primary Location: United States
Schedule: Full-time
Job Posting: Jun 3, 2014, 9:11:59 AM
Req ID: 14007623Estimated Salary: $20 to $28 per hour based on qualifications.
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