Senior Analyst - Customer and Brand Performance Insights

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.

As marketers at one of the most iconic brands in the world, we play a major role in building authentic relationships with customers who impact life and business around the world.

Here, creativity and inspired storytelling combine with powerful data-based marketing and hyper-personalized digital communication to create a genuine human connection that drives business results.

As a part of our diverse community of marketers, you can have a breadth of different marketing experiences and do virtually anything from connecting small businesses to new customers to uncovering insights that inspire the future of payments.

Create a dynamic career while doing work that matters for people and businesses everywhere. Find your place in marketing on #TeamAmex.

As the Senior Analyst of Customer and Brand Performance Insights within the Global Brand Strategy and Insights (GBSI) team, you will support the center of excellence for customer, prospect and brand sentiment measurement, helping deepen customer loyalty, guide brand strategy, and fuel growth of our Consumer, Global Commercial, and International card and banking Members.

Primary Responsibilities Include :

• Developing and implementing a structured approach for reporting and distributing customer and prospect KPI performance metrics (NPS and Brand Consideration) to stakeholders across the enterprise.
• Supporting the automated access (via online tools) to customer sentiment metrics and diagnostics and collaborating with colleagues across AXP analytics and capabilities groups to improve user experiences and efficiencies.
• Reporting of key customer performance metrics to BU stakeholders and partners responsible for ensuring affiliate agreements and regulatory requirements are met consistently.
• Managing the performance insights budget, tracking utilization and ensuring internal and agency partners follow processes to enable POs to be raised in a timely manner.
• Providing customer insights and analytic support, including data syntheses, visualization / report production, and other project tasks in support of leadership team priorities, as needed.
• Contributing to a culture of innovation by finding new and better ways of doing things : identifying, creating and employing innovative analytic and operational approaches, including leading a pilot leveraging a sprint-model of stakeholder engagement and analytic support.

Minimum Qualifications

A Qualified Candidate :

• Excels in project management and has hands-on experience collecting, synthesizing, and analyzing data.
• Has strong report production and writing skills, including a high degree of proficiency in Excel and PowerPoint.
• Operates with a can-do attitude and is able to easily flex in the face of changing priorities.
• Has a strong leadership orientation and growth mindset :
• Effectively works through conflict or ambiguity; Proactively seeks solutions to problems.
• Communicates effectively (verbally and written), one-on-one as well as in groups.
• Demonstrates strong planning and organization skills with ability to lead workstreams autonomously.
• Holds a Bachelor’s degree plus a minimum of 3 years of experience in consumer insights or analytics related roles.

Preferred Qualifications

• Experience with customer sentiment measurement programs or large-scale global tracking studies a plus (NPS / RTF, OSAT).
• Experience with data visualization software a plus (Qualtrics, Tableau).

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.

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

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
• Access to Amex Marketing U, a unique learning and development program built for marketers, by marketers. Amex Marketing U inspires marketers to develop their career through innovative learning experiences and opportunities that foster collaboration and knowledge sharing across the enterprise.

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture.

Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers / Employees - Click here to view the Know Your Rights poster and the Pay Transparency Policy Statement.

At American Express, we know that 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.

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