Senior Data Architect

You Lead the Way. We ve Got Your Back.

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.

Function Description:
With more than 5M records received from different sources of Call , chat & survey transcript customers every year across the consumer, commercial and merchant space, the Customer Listening team across GSG , GABM, GCS Group is responsible for managing the end to end Voice of the Customer process.

This process includes design and programming of the customer experience surveys which consist of 40+ studies translated in over 10 languages and delivered in more than 20 countries.

The Senior Data Architect will support the transformation and innovation of the end to end Voice of the Customer process.

Among the responsibilities of the role include : support the development and maintenance of the new Voice of the Customer process sourced from Cornerstone and integrated with the survey and dashboard platform hosted by Qualtrics-our survey vendor. This person will work closely with product and process owners, subject matter experts from Qualtrics and the
agile team in Technologies.

The Senior Data Architect will support the transformation and innovation of the end-to-end Voice of Customer survey data pipeline process. The responsibilities include - development and maintenance of programs that share all text data, along with additional data sourced from Cornerstone to maximize Survey capabilities and integration with the dashboard hosted by Qualtrics. This person will work closely with product and process owners, subject matter experts from Qualtrics/XM Discover and the agile team in Technologies.

Responsibilities:

• Individuals would work closely with the application teams to define, frame and capture business needs.

• Developing understanding of Voice of the Customer data pipeline processes and leveraging the same to define and transform the data in the Cornerstone Big Data Platform.

• Design and build robust data model architecture to support optimal data processing and standardized metric definitions.

• Enable Big Data and batch/ real-time analytical solutions leveraging transformational technologies (Hadoop, HDFS, MapReduce, Hive, Spark and Python) to deliver innovative solutions ensuring data quality and accuracy through intensive testing at variable and use case level.

• Provide recommendations to enhance capabilities to drive efficiency in computing applications using Big Data ecosystem.

• Drive user story analysis & elaboration, design and development of software applications, testing & builds automation tools

• Proactively identify and automate manual tasks to improve quality and efficiency.

• Role involves working closely with partners from Qualtrics/XM Discover and AET to prioritize, define, develop and test the data for various use cases as part of the VOC end to end process.

• Hands-on development, deployment/release management and troubleshooting expertise for Data driven projects for a span of not less than 3+ years.

• This should involve active collaboration with the Business Analysts/Relationship Managers/Product Owners for understanding the functional requirements and converting them into Technical Deliverables.

• The ideal candidate should be familiar with the Agile Methodologies of Delivery wherein small increments of a product are delivered at regular intervals to the Business.

Benefits include:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement.
• 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