Research Relationship Analyst

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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 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.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

As part of our vision to provide outstanding customer experiences, the Global Services Group (GSG) within American Express plays a meaningful role in setting "THE" standard for customer experience that our customers rely on and place our customers first as our top business imperative! Within GSG, the Customer Listening Team has created a Center of Excellence (COE) aimed at supporting Voice of the Customer (VOC) needs across the enterprise and is looking for a dedicated colleague to join the team.

In this role, the Research Relationship Analyst/Senior Analyst will work closely with the Research Relationship Manager to support the Business Units in their efforts to collect feedback from customers (e.g., NPS studies, Ad-hoc, or transactional surveys) as well as act as the subject matter expert for survey, reporting and dashboard development within Amex’s enterprise survey platform, Qualtrics.

Key Responsibilities:

• Support the VOC COE relationship with internal Business Partners including day-to-day management of NPS programs, ad-hoc research and behavioral data solutions.
• Manage and maintain survey related needs like developing or maintaining surveys/studies, creating or adjusting reporting/dashboards, and leveraging Big Data to enhance research.
• Collaborate with business partners, technical internal support team, market research agencies and Qualtrics technical support team to ensure programs run efficiently.
• Monitor Program Metrics and raise critical program concerns with relevant support teams (Technologies, Qualtrics, etc.) to mobilize resources and resolve issues.
• Support cross-functional initiatives that will improve the overall customer experience and facilitate enterprise experience management.
• Build expertise in CX and journey management best practices and apply that knowledge via the Qualtrics XM platform.

Preferred Qualifications:

• A true passion for customer experience.
• Bachelor's Degree or 2 years of work experience.
• Highly proficient in Excel; experience with Tableau or other business intelligence tools is a plus, along with experience using agile project platforms (e.g., Jira, Rally).
• Experience conducting research, analyzing customer satisfaction data, and/or knowledge of survey methodology is a plus.
• Experience with basic programming (i.e. macros) or prior survey/dashboard programming experience or Big Data/Cornerstone environment is a plus.

Minimum Qualifications:

• Professional experience in a highly analytical role such as business intelligence/analytics
• Strong skills in data management, analysis, and deriving actionable insights
• Strong organizational and project management skills
• Comfortable building and managing relationships across the enterprise (including negotiation and influence skills)
• Positive “roll-up your sleeves” attitude, proactive, customer first mindset, and comfortable quickly adapting to address evolving urgent priorities.

Salary Range: $70,000.00 to $135,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

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
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.