Analyst-Data Analytics

American Express
Gurugram
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceSkills: ["Attention to detail","Thought leadership","Communication","Relationship management","Adaptability","Prioritization"]

Analyze customer complaint and privacy interactions for multiple international markets within the Global Complaints & Privacy team. Conduct research via call listening and side-by-sides, partner with operations and servicing teams to identify root causes, and build insight/reporting packages for business partners and regulators. Support regulatory, operational, and ad-hoc reporting, including validation of model and GenAI outputs to improve complaint analytics and drive process efficiencies.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
American Express
American Express
2 days ago

Analyst-Data Analytics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Analyze customer complaint and privacy interactions for multiple international markets within the Global Complaints & Privacy team. Conduct research via call listening and side-by-sides, partner with operations and servicing teams to identify root causes, and build insight/reporting packages for business partners and regulators. Support regulatory, operational, and ad-hoc reporting, including validation of model and GenAI outputs to improve complaint analytics and drive process efficiencies.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Conduct research such as call listening and side-by-sides to understand interaction lifecycles tied to complaints or privacy concerns.
  • •Partner with colleagues across Global Servicing and other business units to identify root causes of complaints.
  • •Compile analysis results and create insight packages for business units and markets.
  • •Validate outputs from model and GenAI work to enhance complaints insights.
  • •Support regulatory, operational, and ad-hoc reporting as required.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsuranceRetirementPaid ParentalCounseling SupportWellness StipendHybrid Work

Key Requirements

  • •Strong expertise in SQL and Google BigQuery.
  • •Strong attention to detail in a highly regulated environment.
  • •Experience working in GS or GTLS Operations.
  • •Familiarity with call recording platforms and specialist systems (e.g., NICE, Nexidia, OPUS, ISP).
  • •Experience with analyzing and summarizing large data sets, plus data visualization tools (preferred).
Experience:Regulated spaceAnalyticsCustomer complaintsPrivacy dataGenAI
Skills:Attention to detailThought leadershipCommunicationRelationship managementAdaptabilityPrioritization
Languages:SpanishFrench
Tech Stack:SQLGoogle BigQueryNICENexidiaOPUSISPData Visualization ToolsGen AI

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn