The Business Data Analyst role is responsible for providing analytical support in the delivery of breakthrough innovation and transformational initiatives for the MIS & Analytics organization at American Express, with a key focus on leveraging data to improve the economics and efficiency of the Travel and Lifestyle Services operational inbound contact center processes and digital servicing channels.
Requirements
- Query performance tuning skills using SQL.
- Experience in using advanced data analytics tools to perform analysis and uncover the insights.
- Proficiency with analytical and process improvement tools and techniques, strategic thought leadership and execution skills, strong negotiation skills and data mining skills to generate rich insights.
- Proficiency in Tableau or PowerBI.
- Understanding or experience with Data Mining and Machine Learning Algorithms.
- Experience with using Big Data Technology including Hadoop and Hive.
Responsibilities
- Query and analyze large sets of data to draw conclusions and make recommendations to the business using statistical models and data mining techniques combined with business and operational knowledge.
- Conducting various analyses and providing thought leadership to identify new ideas that lead to improved efficiency and customer experience in our Inbound Contact Center.
- Support the business with the identification of process improvements opportunities, feasibility studies, demand management efforts, and defect eliminations for the purposes of generating cost-savings and improving customer satisfaction.
- Work closely with Operations leaders and Project Managers to further develop existing ideas, prioritize them, and implement them.
Other
- Bachelor’s Degree in Analytics, Industrial Engineering, Process Improvement or Computer Science related is required.
- Excellent written/verbal communication skills and the ability to thrive in a dynamic and fast-paced environment are required.
- Ability to create professional presentations that are simple, easy to follow and powerful enough to influence stakeholders on business decisions.
- At least 2-3 years of working experience in Analytics or Process Improvement.
- Industry Experience as Project/Data Analyst with a track record of pulling, manipulating, processing, and developing meaningful insights from large datasets.
