Business Analyst

You Lead the Way. We’ve Got Your Back.

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 impact—every 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 Forecasting Team – within Global Capacity and Contact Management (GCCM) has one main objective – the accurate prediction of daily call volumes and average handle times, 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 Business Analyst position on the Forecasting Team will specifically play a key role in developing Global Short Term and Long-Term forecasts for all call volume segments.

Job Responsibilities:

• Develop Global Short-Term and Long-Term forecasts for all various call volumes.
• Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations.
• Develop and automate reports/dashboards to inform 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 24×7 environment with the potential for dealing with crisis/contingency plan situations.
• Develop insightful content and analysis for communication with partners.

Required Skills/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.
• Strong programming/analytics skills are required (SQL, SAS, R, PYTHON, HIVE etc.).
• Working experience in reporting (i.e. data visualization, Tableau, PowerBI)
• Strong written and verbal communication skills
• Experience working with large datasets; knowledge of Hive, SAS, SQL, or other programming language preferred.
• Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred.