Analyst-Business Development ID-15507
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
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How will you make an impact in this role?
Global Merchant & Network Services brings together American Express' merchant-and network-related businesses. This includes Global Merchant Services, which manages the relationships with the millions of merchants around the world that accept American Express. The U.S. Small Merchants organization is responsible for building unique experiences for merchants through third-party acquiring partnerships, effective client management, world-class analytics, promotions, and marketing initiatives. The team is dedicated to helping small merchants succeed and grow by providing them with a range of tools and resources – lending products, online resources and discussion, digital promotions, and social media tools – as well as advocacy and support.
Small merchants play a critical role in the strength of our economy and American Express has a history of being an advocate for small merchants. By providing visibility, marketing and developing signature programs such as, our year-round Shop Small program and Small Business Saturday, American Express has helped get more customers to their shops.
The Channel Enablement Team (CET) team within the U.S. Small Merchants organization is focused on activating, entrenching, and growing both Proprietary and OptBlue small merchants. CET is responsible for developing strategies that deliver value, build loyalty, and grow charge volume. The Analyst - Quality and Insights, will be responsible for supporting and measuring compliance practices, conversational effectiveness, and merchant experience across several high performing channels within the U.S. Regional and Centralized Client Group (RCCG – Centralized) organization, including Phone, Vertical, field Visits Program, and Small Merchant Welcome Calls.
This role will focus on analyzing and cataloging large data sets to synthesize actionable recommendations to elevate the merchant experience and team performance while supporting the design and implementation of processes, training/coaching efforts and develop strategies to drive business outcome. This candidate will work closely with the Quality and Insights Manager and CET team to proactively generate report and leverage results and performance data to identify process improvements and own key strategies to support the enhancement of quality programs, compliance performance, continuous learning events and on-going call calibration delivery.
Responsibilities:
- Master knowledge of operations and understanding of key priorities and metrics. Help hypothesize the impact of data-based recommendations to bottom line results. Lead the analytics analysis needed to support the team, stakeholders, and partners to make data driven decisions quickly and effectively.
- Reporting and Analytics: Partner with program stakeholders to design, implement, maintain, and enhance daily, weekly, monthly performance reporting. Leverage analytics to identify and drive efficiencies across the account development processes
- Collaborate with internal and external vendor partners to facilitate quality and compliance evaluations and deliver trends and insights
- Manage multiple project workstreams simultaneously and oversee concurrent initiative while supporting the implementation and report on outcomes tied to efficiency & effectiveness optimization
- Ownership of PMO and processes for CET, E2E ownership for maintaining a centralized repository to support PMO processes for CET which includes creating a central site for documentation, standard operating procedures for project management and project templates including trackers, planners, and process documents
- Coordinate and support ongoing learning activities, call calibrations and recording monitoring to drive merchant engagement quality and compliance adherence
Provide thought leadership with the ability to proactively develop and execute successful strategies to support RCCG Centralized business
Minimum Qualifications
- High proficiency with Microsoft Office Suite (PowerPoints, Excel, and Word), Tableau and PowerBI with strong project management skills
- Exceptional process mindset and analytical skills with great attention to detail and ability to prioritize time and efforts
- Outstanding ability to build and lead relationships with key business partners, including influencing and working closely with senior leaders
- Strong interpersonal and professional communication skills in both verbal and written communication
- Creative thinking, including the ability to understand complex challenges, identify patterns, and act as a catalyst for change
- Proven ability to quickly adjust to shifting priorities, multiple demands, ambiguity, and rapid change
- Intellectual curiosity and technical aptitude to learn innovative technology, systems, or tools, to identify ways to improve current processes and procedures
- Ability to act with diplomacy and integrity when working with confidential and sensitive issues
- Flexibility to work across time zones with excellent time management and delegation skills to influence decision makers at all levels
Preferred Qualifications
- Previous experience in a quality and/or coaching role and working with direct sales or account/client management is highly desired
- Prior experience with Compliance, Privacy, PRSA, internal and external audit support desired
- Bachelor's Degree Preferred
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This is a fully virtual position. We highly prefer that candidates reside in Phoenix, AZ but are open to considering candidates in other locations throughout the U.S
This is an exciting opportunity to join an exciting, collaborative, and highly visible team. The Analyst – Quality and Insights will operate in a complex and demanding environment, driving productivity and success of colleagues and contribute to U.S. Small merchants while Winning the Right Way for American Express
Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
