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At American Express, our culture is built on a 175-year history of innovation, sharedvaluesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. 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.
Role Summary
The Analyst / Sr. Analyst ICS Complaints Reporting and Insights is responsible for delivering monthly complaints reporting and actionable insights across ICS markets. The role supports business and leadership decision-making through structured analysis, visual reporting, and interpretation of complaints data.
The role partners with market leaders to align on themes, root causes, and actions taken, incorporating market context into insights. This position supports the ongoing execution and enhancement of the ICS Complaints Reporting and Insights program and requires strong analytical capability, effective communication, and the ability to translate data into clear, relevant, and action-oriented outcomes.
Key Responsibilities
1. Data Analysis & Monthly Insights
Own monthly complaints reporting and insight generation, ensuring timely, accurate, and consistent delivery.
Analyze structured and unstructured complaints data to identify trends, emerging risks, performance drivers, and areas of concern.
Develop monthly insights summaries highlighting key themes, root causes, and opportunities for improvement.
Engage with market leaders and stakeholders to validate insights and confirm themes, root causes, and actions taken.
Support the execution of the ICS Complaints Reporting and Insights program through high-quality analytics and reporting.
Identify and address data quality issues to ensure reliability and consistency of analysis.
Support regulatory and ad-hoc reporting requests by providing accurate data, analysis, and supporting documentation within defined timelines
2. Dashboarding & Visual Reporting
Design, build, and maintain leadership-ready dashboards tracking complaint volumes, trends, themes, and key performance indicators.
Translate complex analysis into clear, intuitive, and actionable visual narratives to support decision-making.
Ensure dashboards are accurate, scalable, and refreshed on a defined cadence.
Continuously enhance dashboards based on stakeholder feedback and evolving reporting needs.
3. Python, NLP & Advanced Analytics
Use Python to clean, transform, and analyze complaints data in support of recurring reporting and insight generation.
Perform data manipulation and aggregation using libraries such as Pandas to identify trends and drivers.
Apply NLP techniques to analyze complaint narratives and customer feedback, including text preprocessing and theme identification.
Identify and track key complaint themes, patterns, and emerging risks from textual and structured data.
Apply NLP and Generative AI tools to support theme identification, insight summarization, and reporting efficiency, in line with data privacy and governance standards.
Translate Python- and NLP-based analysis into summary metrics, visuals, and narratives for dashboards and monthly insight packs.
Apply basic data validation and quality checks to ensure accuracy and consistency of analytical outputs.
4. Advanced Excel-Based Analysis
Perform detailed analysis using Microsoft Excel, including pivot tables, charts, and dynamic summaries.
Use advanced formulas (e.g., XLOOKUP/INDEX-MATCH, COUNTIFS, SUMIFS) to analyze large complaints datasets.
Build automated or semi-automated Excel reports and templates to reduce manual effort and improve consistency.
Support reconciliations, validations, and targeted deep-dive analysis as part of monthly reporting cycles.
5. Complaint Policy & Process Understanding
Demonstrate a working understanding of AEMP-71 Complaint Policy, complaint definitions, and end-to-end complaint handling procedures, ensuring reporting and insights align with internal and regulatory expectations
Required Qualifications
26 years of experience in analytics, reporting, operations, or related functions (financial services experience preferred).
Strong working knowledge of Python for data analysis.
Strong working knowledge of Microsoft Excel, including pivot tables, charts, advanced formulas, and basic automation.
Foundational understanding of text analytics / NLP concepts, with emphasis on theme identification.
Strong analytical mindset with attention to detail and data accuracy.
Strong communication and stakeholder management skills, with the ability to engage market leaders, align on themes, root causes, and actions taken, and influence decision-making through data.
Familiarity with Generative AIenabled analytics (e.g., summarizing textual data, identifying themes, or accelerating insight generation) while adhering to data privacy and governance standards.
Experience supporting analytics, reporting, or insights programs within a risk, compliance, or operational environment.
Preferred Qualifications
Bachelor's degree in business, Finance, Risk Management, Data Analytics, or a related field.
Familiarity with complaints management systems or customer feedback datasets.
Exposure to data visualization tools (e.g., Tableau, Power BI).
Experience supporting risk, compliance, or operational analytics teams.
Continuous improvement and problem-solving mindset.
Exposure to big data or advanced analytics concepts is an advantage.
Location: American Express India Campus - 74A
Reporting To: Manager, Reporting & Insights
Band: 30
Job ID: 139210893
