Analyst-CEG

American Express
Gurugram
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Communication","Attention to detail","Collaboration","Prioritization","Analysis"]

Support the Colleague Experience Group by building and maintaining a centralized knowledge ecosystem for colleague servicing. Curate and optimize knowledge articles, FAQs, SOPs, and policy guides; monitor content performance and lifecycle; and ensure taxonomy and tagging support seamless integration with AI and automation. Partner with knowledge managers, servicing teams, and product stakeholders to gather requirements, validate accuracy, and troubleshoot platform or content display issues.

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FursaFursa
American Express
American Express
2 days ago

Analyst-CEG

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Support the Colleague Experience Group by building and maintaining a centralized knowledge ecosystem for colleague servicing. Curate and optimize knowledge articles, FAQs, SOPs, and policy guides; monitor content performance and lifecycle; and ensure taxonomy and tagging support seamless integration with AI and automation. Partner with knowledge managers, servicing teams, and product stakeholders to gather requirements, validate accuracy, and troubleshoot platform or content display issues.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Assist in creating, tagging, and updating knowledge articles, FAQs, SOPs, and policy guides for ongoing maintenance and content migration.
  • •Monitor content lifecycle and flag outdated or low-performing assets for review or retirement.
  • •Structure and tag content for seamless integration with advanced AI tools and future automation initiatives.
  • •Support configuration and testing of knowledge management platforms during rollout and enhancement phases.
  • •Track usage metrics and partner with servicing teams and product managers to identify content gaps and validate accuracy.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability BenefitsRetirementPaid ParentalCounseling SupportHybrid WorkingLearning Budget

Key Requirements

  • •4+ years of experience in knowledge management, content operations, or service delivery support.
  • •Familiarity with knowledge platforms, taxonomy design, and content lifecycle processes.
  • •Strong analytical skills with reporting tools such as Excel and Tableau.
  • •Excellent written communication and attention to detail.
  • •Ability to collaborate across global teams and manage multiple priorities.
Experience:4+ yearsKnowledge managementService delivery
Education:Bachelor's
Skills:CommunicationAttention to detailCollaborationPrioritizationAnalysis
Languages:English
Tech Stack:ExcelTableauChatGPTAI agents

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