Business Analyst - Global Capacity & Contact Management
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.
Join Team Amex and let's lead the way together.
The Forecasting Team - within Global Capacity and Contact Management (GCCM) has one main objective - the accurate prediction of daily call volumes and average handle times, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.
Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World. We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.
The Business Analyst I position on the Forecasting Team will specifically play a key role in developing ST and LT forecasts for major products in the EMEA market.
How will you make an impact in this role? Develop Short-Term and Long-Term forecasts for major card products call volume in the EMEA market. Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations. Develop and automate reports/dashboards to inform partners and senior leaders. Manage ad-hoc projects and partner closely with Finance and Reengineering to identify opportunity areas and deliver analytical solutions. Minimum Qualifications:
Rigorous analytics/econometrics to effectively solve complex business problems Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization. Strong programming/analytics skills are required (SQL, SAS, R, PYTHON, HIVE etc.). Working experience in reporting (i.e. data visualization, Tableau) Strong written and verbal communication skills Experience working with large datasets; knowledge of Hive, SAS, SQL, or other programming language preferred (including VBA). Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred. Academic background:
Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics. Master's degree preferred. Qualifications
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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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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.
Join Team Amex and let's lead the way together.
The Forecasting Team - within Global Capacity and Contact Management (GCCM) has one main objective - the accurate prediction of daily call volumes and average handle times, which allows Capacity Staffing and Scheduling to deliver against customer, shareholder and employee goals.
Our Team is responsible for providing end-to-end demand forecasts across all customer service networks in the US and around the World. We are also responsible for monitoring channels of contact trends and providing deep-dive analytics to support configuration and customer satisfaction enhancement decisions.
The Business Analyst I position on the Forecasting Team will specifically play a key role in developing ST and LT forecasts for major products in the EMEA market.
How will you make an impact in this role? Develop Short-Term and Long-Term forecasts for major card products call volume in the EMEA market. Leverage complex data sources to extract meaningful insights. Conduct strategic analyses to inform business decisions and actionable recommendations. Develop and automate reports/dashboards to inform partners and senior leaders. Manage ad-hoc projects and partner closely with Finance and Reengineering to identify opportunity areas and deliver analytical solutions. Minimum Qualifications:
Rigorous analytics/econometrics to effectively solve complex business problems Ability to build strong relationships in a cross-functional environment, interacting with and influencing partners in Capacity Planning, Finance, Scheduling and Real Time Optimization. Strong programming/analytics skills are required (SQL, SAS, R, PYTHON, HIVE etc.). Working experience in reporting (i.e. data visualization, Tableau) Strong written and verbal communication skills Experience working with large datasets; knowledge of Hive, SAS, SQL, or other programming language preferred (including VBA). Experience working with machine learning algorithms to develop best in class predictive modeling (including neural networks) preferred. Academic background:
Advanced degree in Statistics, Economics, Applied Economics, or Business Analytics. Master's degree preferred. Qualifications
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 Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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