Job Information
American Express Senior Analyst - Operations in Sunrise, Florida
Description
You Lead the Way. We’ve 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, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll 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.
American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. TLS is a critical component of the value proposition of the American Express premium card products, focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs.
The US Lifestyle team manages a large third-party partner and is responsible for delivering many services, such as dining and entertainment experiences, to our premium CMs. We are seeking a creative thinker who can combine best practices with innovative ideas to drive efficiency and deliver on team strategies. The Senior Analyst, US Lifestyle Operations, is responsible for maintaining core functions within the Concierge operations in the following areas:
Manage and organize team and senior leadership updates for Aspire North Star (Centurion Servicing) inclusive of talking points, risks, and insights contributing to monthly performance
Advocate for third party partner North Star team success with key stakeholders in Strategy, Capabilities, Compliance, etc.
Maintain North Star operational reports, collaborate with stakeholders on scorecard changes to help measure efficiency, customer satisfaction, customer request types, and channels of communication
Support strategic changes to key processes as North Star business further develops. Inclusive of new capability roll-outs, Enterprise-wide training roll outs, piloting new processes, providing organization, structure and project management focus on work that needs to get done
Work with Compliance to develop and update the Centurion Lifestyle Assessors workbook – including the creation of reports, capturing third party partner input and overseeing documentation and communication required for successful compliant business operation
Translate results/drivers into useful insights and actionable recommendations (SOP management, trend identification, servicing strategy opportunities)
Support goal setting, forecasting and performance outlooks for the Concierge business
Develop and maintain strong relationships with business stakeholders
*Minimum Qualifications *
We are looking for results-oriented candidates with the following qualifications:
Superb time management and organizational skills
Ability to manage multiple tasks through thoughtful prioritization and project planning to deliver in advance of deadlines
Ability to analyze complex data, problem solve and recommend solutions
Ability to provide thought leadership and effectively communicate with all levels of the organization, written and verbally
Confidence in relationship management, consisting of communicating and influencing across band levels
Strong to Advanced PowerPoint and Excel Experience
Experience with Microsoft OneDrive and Microsoft Office
Previous Centurion Experience, familiarity with Travel and Lifestyle Industry knowledge and/or background
Preferred Qualifications:
Customer Service Operations experience
Strong knowledge of Travel & Lifestyle Demographics and other Travel & Lifestyle Systems
Creation and maintenance of scorecards
Experience with external Partner Management
Qualifications
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.
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
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.
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.
US Job Seekers/Employees - Click here to view the “Know Your Rights” poster 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.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
Job: Operations
Primary Location: US-Arizona-Phoenix
Other Locations: US-Florida-Sunrise, US-New York-New York
Schedule Full-time
Req ID: 24017001