Analyst - Data Science
American Express South Brighton, South Australia, Australia
Financial Services · 10,001+ employees
About the role
You will develop analytical models and decision-support tools to optimize global customer service and workforce planning. This involves collaborating with data engineering teams to apply statistical techniques and simulation modeling to complex contact center problems.
What they look for
Requirements
Candidates must hold a bachelor's degree in a quantitative discipline and possess strong skills in Python, SQL, and mathematical modeling. Familiarity with workforce management concepts and the ability to communicate complex insights to diverse audiences are essential.
Benefits
Full description
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Data & Analytics Innovation agile and forward-looking team of Solution Architects, Data Engineers and Data Scientists with the goal to drive workforce Management Innovation by making information accessible to decision makers. We seek to shape the future of Global Servicing by developing analytical models and decision-support tools that improve workforce planning, operational efficiency, and customer experience. All this with curiosity, openness and a collaborative spirit driven by the passion of enhancing everyday experiences.
As part of our vision to provide the world's best customer experience every day, Global Servicing (GS) within American Express plays a critical role by setting the standard for customer experience that our customers rely on.
The Data & Analytics Innovation team within Support & Enablement (S&E), is part of a global organization that shapes the future of Global Servicing (GS).
We are seeking a Data Science - Analyst to help develop analytical models that support the optimization of global customer service. You will contribute to the design and implementation of mathematical models that improve workforce planning, operational decision-making and customer experience.
In this role, you will be part of a team responsible for advanced analytics projects that support workforce management innovation, applying statistical techniques, queueing theory, simulation and mathematical modelling to solve complex problems within an evolving contact center environment.
In parallel to the implementation of a new cloud-based infrastructure for customer service (Contact Center Transformation) and a global redesign of supporting business processes, you will work with data engineering teams to develop models that provide insights into staffing strategies and service performance. The ideal candidate will have strong analytical skills, an interest in operations research, and the ability to collaborate across technical and business functions to challenge conventional approaches.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
