Analyst-Data Analytics

At American Express, delivering exceptional customer experiences is central to building lasting customer relationships and driving sustainable business growth. Understanding what customers experience, why those experiences occur, and how they influence customer behavior enables us to identify opportunities to improve satisfaction, strengthen loyalty and retention, and drive better business and operational outcomes.

The Customer Listening – Insights & Analytics team brings together customer feedback, interaction, servicing, and operational data to generate insights that shape customer experience (CX) strategy and business decisions.

We are looking for an analytically strong and intellectually curious analyst who can combine deep data and statistical understanding, strong business judgment, and structured problem solving to solve complex CX problems.

This is not a reporting-focused role. The successful candidate will be expected to take ambiguous business questions, translate them into testable hypotheses, determine the right data and analytical approach, and turn evidence into clear business recommendations. The role also requires hands-on application of text analytics, NLP, GenAI and other advanced analytical techniques to derive insights from structured and unstructured customer data.

• Solve complex CX and business problems end-to-end – structure ambiguous questions, develop hypotheses, identify relevant data, select appropriate analytical methods, interpret results, and recommend actions.

• Own and deliver CX analytics across servicing channels

• Develop executive-ready insight packages and narratives to support decision-making

• Drive cross-channel customer journey analysis to identify friction points and improvement opportunities

• Apply sample vs population-based methodologies to ensure scalable and statistically sound insights

• Leverage NLP techniques to extract customer sentiment, themes, and unmet needs