The TLS MIS & Analytics team is integral to enhancing our servicing channels. By leveraging advanced analytics and decision science, we provide critical insights that drive strategic business decisions and improve operational efficiency.

Key Responsibilities

• Develop and deliver comprehensive performance reports to assist leadership in evaluating and driving business performance.
• Partner with functional leaders and senior management to identify data integrity issues and ensure accurate reporting.
• Analyze complex operational systems and business intelligence platforms to create insightful tools that enhance customer experiences.
• Implement process improvement methodologies to optimize service delivery and exceed customer expectations.
• Translate complex analytical outputs into clear insights and actionable recommendations for stakeholders.
• Leverage industry best practices to enhance reporting and analytical capabilities within the team.

Minimum Qualifications

• Bachelor’s or Master’s degree in Statistics, Mathematics, Economics, Engineering, Management, or a related field.
• 3-7 years of experience in reporting and visualization tools.

Technical Skills

1. Big Data Platforms. Familiarity with tools like Cornerstone, Lumi, or Google Cloud Platform (GCP).
2. Visualization Tools. Proficiency in Tableau and Power BI for dashboard creation.
3. Advanced MS Office. Strong skills in Word, Excel, PowerPoint, and Access.
4. WFM Tools (Preferred). Knowledge of tools such as Genesys, IEX, Aspect, and Avaya.
5. Programming Languages. Proficient in SQL, HQL, and Python for data manipulation and analytics.
6. Statistical Knowledge. Basic understanding of Hive and machine learning techniques.

Preferred Qualifications

• Extensive experience in SQL, Hive, Tableau, and Python.
• Strong communication skills to effectively convey data insights.
• Ability to conduct data research and interpret complex datasets.

Business Outcomes

1. Accurate Reporting. Ensure timely delivery of accurate reports by establishing effective processes.
2. Data Support. Provide essential performance reports and insights to business units.
3. Trend Analysis. Identify trends and make predictions to enhance productivity and performance.
4. Automation. Standardize and automate reporting processes to improve efficiency.

Leadership Outcomes

1. Enterprise Alignment. Connect role objectives with enterprise priorities for balanced stakeholder engagement.
2. Continuous Innovation. Challenge existing practices and introduce improvements to enhance reporting and analytics.
3. Agile Decision-Making. Make informed decisions quickly while maintaining integrity.
4. Digital Mindset. Lead initiatives that enhance customer experiences through digital solutions.

Benefits

1. Competitive Salary. Attractive base salary with bonus potential.
2. Health Coverage. Comprehensive medical, dental, and vision insurance.
3. Flexible Work Options. Hybrid work arrangements to support work-life balance.
4. Parental Leave. Generous paid leave policies for new parents.
5. Career Growth. Opportunities for training and professional development.
6. Wellness Support. Access to wellness resources and on-site health services.

Equal Opportunity Statement. American Express values diversity and is an equal opportunity employer. We welcome applicants from all backgrounds, ensuring that all employment decisions are based on qualifications and business needs.