Expires soon American Express

Project Analyst - Voice Capabilities

  • Phoenix (Maricopa County)
  • IT development

Job description

Within World Service we are looking for a Project Analyst to support our Voice/Speech Product Owners and Experience Designers as we re-invent the inbound phone experience and effectiveness. Our team is seeking a passionate, talented, and inventive addition to our dynamic environment. This role supports multiple business teams (example – CEN, Corporate, Merchant) supporting a variety of projects that focus on the re-invention of customer experience within the inbound phone channel including self-service and multi-channel authentication process while building out plans for cross channel servicing integration in the future. This role will support will be heavily focused on analytics, and partner with Product Owners to track and support initiatives.

Responsibilities:

· Leverage customer data, user testing, and experience design to create enhanced service experiences and authentication models
· Run queries and present data and trends leveraging Tableau, Datameer and Excel
· Create, track and analyze product and experience OKRs (Objectives and Key Results) and CBAs

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

Desired profile

Qualifications :

·  Experienced with data and data presentation (eg. SQL, Tableau, Datameer, or other data tools
·  Proven business and operational experience with the ability to understand end to end linkages to customer and shareholder
·  Exceptional communicator, storyteller and presentation/demo designer
·  Strong interpersonal and communication skills both written and oral, able to build relationships to drive results and Influence without authority
·  Self-motivated, enthusiastic and creative with a demonstrated ability to drive results under tight timelines and in particular handle multiple tasks concurrently
·  Strong organizational skills, outstanding time management
·  Comfortable working with new technology and ambiguous environment
·  Experience working with Voice service based solutions (IVR, Natural Speech, or similar) is preferred however not mandatory

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