project analyst - Design Engineering and analyticsAmerican Express

Job Description:
Design Engineering and Analytics
You lead the way. We've got your back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way.
When you join #TeamAmex, you become part of a diverse community over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
Join #TeamAmex and let's lead the way together.
American Express entered the travel agency business more than 100 years ago (1915) and today is one of the world's largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides differentiated value, extraordinary service, and unrivalled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle/concierge services.
TLS serves both premium and non-premium Card Members around the world in numerous ways via several servicing channels including our telephone service centres (predominantly for premium Card Members) and market specific travel websites.
The Design Engineering & Analytics team (DEA) is a global organisation who design and deliver the next generation of agent & customer journeys through enhanced data and analytics, customer centric design and flawless execution.
Our primary areas of focus consist of:
Leading process transformation across critical global markets to improve cost efficiency and drive customer satisfaction.
Using data driven analytics to develop and identify new opportunities and support capability improvements across the TLS organisation
Challenging the status quo through data and providing a voice that will help inform strategic initiatives and decisions across all areas of TLS
We are looking for an analyst to join our team.
Responsibilities:
Owning / implementing international, regional and market level business engineering changes to deliver required business results including eliminations of defects, cost reduction and improvements to customer experience.
Delivering projects focused on customer first, drive to digital and servicing strategy
Developing actionable insights leveraging applied analytics focused on improving the customer journey, servicing efficiency and demand reduction.
Collaborating closely across most areas of TLS such as capabilities, learning, change management, work force management and finance.
Consulting and coordinating appropriate SME knowledge and work closely with operational leadership to verify opportunities and sustain the business transformation and reengineering pipeline.
The delivery of a portfolio of projects that will feed into the Global BT pipeline.
Ensuring all implemented projects are in accordance with compliance and control guidelines
Functioning as an agent of change across TLS to work on evaluating our servicing strategy, operational processes in the service centres and implementing changes to drive productivity for our agents and efficiency in our servicing structure.
This position will report into the Senior Manager, DEA
Qualifications
Six sigma green belt / Process engineering skill set (an advantage)
Excellent Presentation / deck making skills along with storytelling ability
Keen attention to detail with deep quantitative and analytical skills and demonstrated capacity to solve problems
Digital first experience
Ability to view a process through the customer's lens. Demonstration in understanding differing customer needs in various markets and passion for the customer and consultant experience
Servicing center experience, including strong knowledge of key operational metrics, levers and various servicing strategies
Understanding of processes and ability to process map
Project management qualifications such as Agile, Method 1 / Project management experience preferable
Confident and clear communication; strong ability to influence leaders and drive change
Ability to challenge upwards and influence without direct authority, knowing when to escalate to ensure alignment and timely completion of projects
Experience in travel industry or TLS is a strong plus
Solid understanding of capabilities and ability to "speak tech and/or travel" when necessary
Ability to work on a global scale and potentially work out of hours if required
Work from Home Requirements:
Must have at least 15 mbps internet connection plan / speed
Must have a private & quiet area to work at home
Must be amenable to work in Taguig once community quarantine measures are lifted
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
To know more about our recruitment process, you may watch this short video -
American Express

Taguig City, Metro Manila
Permanent
Full-time