Senior Analyst- Marketing Inbound Phone and Chat

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. As part of Team Amex, you'll experience this 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

The Global Commercial Services (GCS) US Small Business Prospect Marketing team is at the forefront of innovation and delivers highly engaging experiences to prospective business customers. The team strives to attract and convert new business card customers through both digital and phone touchpoints to deliver revenue growth for American Express. 

The Direct Channels Team within Small Business Prospect Marketing is hiring an Analyst for the Inbound Phone and Chat Team.  This Analyst will support Sales strategy in leveraging external dialogic vendors to deliver new card acquisitions that exceed historical channel performance and deliver on our revenue goals.

How will you make an impact in this role?

• Leverage high volumes of data to identify historical information, trends, risks, and opportunities that enable us to accurately forecast new accounts in monthly forecasting exercises.
• Derive insights from reporting data and effectively communicate performance levers that impact results to Senior Leadership.
• Manage and maintain channel reporting dashboards critical for driving business decisions.
• Oversee all phone and chat channel campaign execution with the management of two direct reports, assisting with any escalations and removal of roadblocks ensuring all deadlines are met. 
• Assist in the development of strategic initiatives to strengthen agent conversion rate and drive results.
• Manage chat channel operations through collaboration with technology partners and agent vendors.
• Ad-hoc Project Management support for various channel initiatives.

Minimum Qualifications:

• 1-3 years-experience with demonstrated Excel proficiency
• Strong organization and clear, articulate communication abilities
• Ability to analyze and interpret business and financial data and draw strategic conclusions 
• Excellent attention to detail
• Proven ability to build and foster relationships 
• Strong project management skills with the ability to manage multiple projects with tight deadlines.
• Positive energy and enthusiasm with a “can-do” attitude
• Results driver with exceptional sense of accountability and ownership 
• Self-starter with strong problem-solving skills who can work independently, as well as within a team 
• Bachelor’s degree in business, marketing preferred

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions

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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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.

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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.