Job Description
Global Merchant and Network Services (GMNS) is the Merchant Acquirer, Processor and Marketing partner for millions of merchants around the world who accept American Express Cards.
Global Strategy, Operations, and Performance (GSOP) within GMNS powers day to day operations, delivering exceptional merchant & partner experiences, while supporting GMNS in achieving its long-term goals.
Responsibilities
How will you make an impact in this role
The Analyst / Senior Analyst for Merchant Experience will play a key role in strengthening the global GMNS NPS program by driving data-led decision making, improving contact strategies, and enabling stakeholders with actionable insights.
This Role Will Contribute By
- Driving actionable insights through analytics Perform exploratory data analysis using SQL and other tools to uncover trends, patterns, and correlations. Translate these into clear, actionable recommendations to improve contact strategies and overall NPS performance.
- Building and scaling impactful dashboards Design, develop, and continuously enhance standardized dashboards that provide intuitive, real-time visibility into merchant experience metrics and key business drivers, enabling faster and more informed decision-making.
- Enabling stakeholders across markets Partner with Merchant Experience leaders, NPS champions, and cross-functional teams to support key initiatives, provide insights, and drive adoption of analytics solutions across global markets.
- Improving data quality and operational rigor Identify gaps in data quality, contact strategies, and processes, and proactively drive improvements and standardization to ensure accuracy, consistency, and scalability of the NPS program.
- Driving continuous improvement and innovation Contribute to ongoing optimization of the NPS program by identifying opportunities for automation, process enhancements, and new analytical approaches.
- Creating scalable knowledge and training assets Develop and maintain user guides, training materials, and documentation to support consistent understanding and usage of dashboards and analytics tools.
Qualifications
- 3–5 years of experience in analytics, business intelligence, or a related field, preferably within customer facing environments.
- Strong analytical and problem-solving skills, with the ability to translate complex data into clear, actionable insights for diverse stakeholder groups.
- Proficiency in SQL and experience working with large datasets (e.g., Hive, Python, or similar platforms).
- Proficiency in Microsoft tools – e.g., Advanced Excel
- Basic Statistical Knowledge: Hive/ML techniques
- Experience in using Big Data Platforms: Cornerstone, Google Cloud Platform (GCP) - CS / LUMI
- Experience in building and maintaining intuitive, user-friendly dashboards (e.g., Tableau), with a focus on driving adoption and business impact.
- Experience leveraging AI tools (e.g., generative AI, automation tools) to enhance data analysis, improve efficiency, or generate insights .
- Ability to independently manage multiple priorities and deliver high-quality outputs in a fast-paced, cross-functional environment.
- Strong stakeholder management and communication skills, with the ability to collaborate effectively across markets, functions, and leadership.
Preferred
- Experience in driving process improvements, standardization, or automation within analytics workflows.
- Familiarity with Salesforce is a plus.
- Exposure to global or multi-market environments, with an understanding of localization challenges (e.g., language, segmentation, contact strategies).
About Us
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.
About The Team
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.
