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With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you'll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together
The Enterprise Design and Research (EDR) team is passionate about creating customer centric design culture from beginning to end and we're continually evolving our Customer Experience (CX) practice to meet our Card Members changing digital needs.
Within EDR, the Customer Experience Insights team (CXI) is looking for an Analyst of Customer Experience (CX) Insights. Reporting to the Manager of CX Insights, you'll be responsible for helping teams uncover and translate user needs that drive customer-centered product and design decisions across digital platforms including the website and app.
The ideal candidate will have working knowledge/hands-on experience with CX/Voice of the Customer tools and platforms (e.g. Qualtrics), and a proven track record of successfully consulting and partnering with product owners, designers and business stakeholders in the digital landscape to increase customer satisfaction.
This is a hybrid role based out of Gurgaon (preferred) or Bangalore.
The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences from payments to rewards to servicing that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.
How will you make an impact in this role
Key responsibilities:
Monitor website and app product health by consistently tracking satisfaction metrics and reviewing customer feedback to identify anomalies, isolate the root cause, and know when to escalate. (e.g. new feedback themes or reporting of site outages).
Have a constant pulse on the top pain points and bugs impacting the website and app user experience.
Manage distribution of digital survey ecosystem.
Build APIs connecting data sources with Qualtrics.
Maximize Qualtrics platform functionality by building surveys and dashboards.
Support CXI Managers in maintaining website/app-specific needs such as developing/maintaining customer surveys and creating/enhancing reporting & dashboards.
Upload and map quarterly segmentation data into existing Qualtrics dashboard for custom dashboards.
Support user access management in Qualtrics.
Review automated anomaly detection through Qualtrics.
Build and maintain survey topics in Text IQ.
Support new and existing CSAT reporting.
Lead CX Program training and coaching calls for stakeholders in India and UK.
Understand challenges, industry trends, consult and help business partners achieve their objectives.
Assist CX Managers in tying together product owner insight needs, designer questions, and stakeholder input.
Conduct ad-hoc consulting work for stakeholders to uncover pain points, drive product improvement, and identify un-met customer needs.
Motivate others to conduct customer research during the product development process, encouraging a truly customer-centric view within the organization.
Minimum Qualifications
Foundational knowledge of the VOC/CX discipline including analyzing survey results, preferably with digital consumer products.
Strong understanding (ideally hands on experience) of customer experience management platforms such as Qualtrics platform and functionality (including building dashboards)., Medallia, InMoment, NICE, Foresee, or similar.
Strong written communication in creating detailed and executive reports in Power Point or similar..
Experience building APIs, connecting data sources.
Experience building and distributing surveys.
Experience working with multiple internal audiences, preferably analytics, digital product and design teams, and IT/technical partners.
Detail oriented.
Strong oral communication skills in delivering presentations and relevant training content in both an individual and group setting (online or in person).
Ability to present a compelling narrative (using data) to convince stakeholders and affect change.
Comfortable with analyzing large data sets using a variety of methods (e.g. in Excel, experience management platforms, text analysis tools, statistical analysis tools).
Curious mindset and able to work in a white space environment to improve/transform processes.
A strong customer- first mindset with a pulse on the external landscape including trends and consumer insights.
Positive attitude, a proactive mindset, and eagerness to learn.
Comfortable challenging the status quo when required.
Comfortable working independently.
Comfortable being managed remotely across time zones.
High level capabilities in task management and prioritization to meet larger deadlines.
Preferred Qualifications
Hands on CX/VOC experience including using Qualtrics, creating dashboards, and writing surveys.
Awareness of website development best practices.
Experience as Product Owner and/or working within an Agile framework.
Experience with Adobe Analytics and Cornerstone.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
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.