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DescriptionThe Global Merchant and Network Services (GMNS) team’s mission is to become essential to merchants and partners globally by delivering an easy, frictionless, value-added experience that enables them to meet their goals and serve their customers. Within GMNS, the Merchant Experience (ME) team aims to deliver insights that help create a best-in-class experience that will encourage merchants to not only accept American Express, but also to welcome and recommend us openly to their customers.The ME team leads the roll out of the Merchant Net Promoter Score (NPS) program, which effectively measures merchant advocacy globally. The team ensures seamless roll out of the program, which includes end to development and management of the survey to fit market needs. From our survey data, we extract key information and perform powerful analytics linking NPS to other GMNS business metrics to inform local markets’ strategic business initiatives and merchant satisfaction strategy.In this role, you will act as the product owner of the Merchant Experience program. You will be responsible for driving successful delivery of key initiatives and communicating program status to senior leaders across the enterprise. You will partner with teams across 17 countries and from business partners to technology teams to ensure a seamless delivery of the survey program and streamline our sampling process. The successful candidate will also define roadmaps to help enrich our Merchant Experience insights to drive strategic recommendations.Responsibilities:Act as the product owner for the survey sampling process and capabilities.
Partner with stakeholders in tech and business who manage internal databases and external data sources.
Using data and analytics to identify new and innovative ideas and enhancements to transform our NPS program and Merchant Experience.
Leverage big data tools and capabilities to automate and streamline data and analyses. (HIVE, Python, Yellowbrick).
Manage a backlog of platform requirements, with the ability to sort through pressing needs and articulate priorities to partners and leadership, creating a sense of organization and focused development.
Participate in program increment planning to coordinate with other teams on the sequencing of feature development that will drive optimal efficiency towards high-level objectives Build and maintain a prioritized product roadmap and backlog of refined capabilities.
Translate complex business objectives into capabilities and features, working closely with technology teams.
Develop forward-looking reporting, analyses, and insights, motivating partner action.
People leadership (1-2 analysts).
QualificationsQualifications:Good balance of technical knowledge and business acumen with a proven track record of driving digital innovation and business metrics with a customer-first mindset.
Ability to define Roadmaps from Customer research.
Proven ability to work with and analyze large data sets Experience defining and executing strategies around Management Information Systems (MIS).
Expert in gathering and understanding business and user needs, creating user flows, building wireframes.
Engage technical discussion for product solutions. Experience in the use of productivity tools necessary to capture requirements documents like JIRA, Rally,Confluence etc.
Experience in Product Development and delivering on a product roadmap, with experience of Agile or other software development methodologies.
Strong analytics skills, and experience applying them to solve business problems.
Ability to establish and maintain effective working relationships with all levels within the organization.
Good knowledge of JIRA/Rally.
Programming experience in SQL, Python and/or HQL a big plus.
Proven experience managing market research and/or voice of the customer programs, a big plus.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.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.If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.Job: MarketingPrimary Location: US-New York-New YorkOther Locations: US-Arizona-PhoenixSchedule Full-timeReq ID: 22027125
Vacancy expired!