Jobs

Business Analyst - Global Capacity & Contact Management


Job details
  • AMEX
  • Brighton and Hove
  • 3 weeks ago
Applications closed

You Lead the Way. Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well 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 willyoumakeanimpact 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. Masters degree preferred.

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.

Sign up for our newsletter

The latest news, articles, and resources, sent to your inbox weekly.

Similar Jobs

Business Analyst

Business AnalystLondon – HybridUp to £75,000 - 12-month Fixed Term ContractVIQU has partnered with a leading transport organisation seeking a Business Analyst for a 12-month FTC. The successful candidate will contribute to a key railway infrastructure project, collaborating across teams to understand business requirements, analyse data, and deliver actionable insights....

Summerstown

Business Analyst - International AI Solution

Job Title: Business Analyst - International AI SolutionsLocation: Maidenhead / Full FlexibilityContract: 12 MonthsJob DescriptionWe are looking for a Business Analyst for a leading pharmaceutical company based in Maidenhead. The Business Analyst is accountable for the specification, design and distribution of clear, accurate and descriptive analysis, which can be easily...

Maidenhead

Business Analyst - International AI Solution

Job Title: Business Analyst - International AI SolutionsLocation: Maidenhead / Full FlexibilityContract: 12 MonthsJob DescriptionWe are looking for a Business Analyst for a leading pharmaceutical company based in Maidenhead. The Business Analyst is accountable for the specification, design and distribution of clear, accurate and descriptive analysis, which can be easily...

SRG Maidenhead

Business Analyst

Business AnalystLondon – HybridUp to £75,000 - 12-month Fixed Term ContractVIQU has partnered with a leading transport organisation seeking a Business Analyst for a 12-month FTC. The successful candidate will contribute to a key railway infrastructure project, collaborating across teams to understand business requirements, analyse data, and deliver actionable insights....

VIQU Limited London

Data Business Analyst Lead

Data Business Analyst Lead - Insurance SectorNegotiable DOE £75,000 - £85,000Additional Benefits: Annual Bonus, Cash-Car Allowance & Private Medical InsuranceSurrey/Hampshire boarder (hybrid working 2 office days per week)Employment Type: Permanent, full timeJob Reference: J12919Are you passionate about data and keen to make a significant impact? Our client is a well-loved...

Basingstoke

Salesforce Administrator/ Business Analyst

Salesforce Administrator - Hybrid, West London - £36kAre you a Salesforce person looking to make a significant impact?This business builds machine learning models which predicts consumer behavior.So they understand that the inner workings of their business needs to work seamlessly to be successful.You will work directly with the Chief revenue...

London