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 3 million surveys received from customers every year across the consumer, commercial and merchant space, the Customer Listening team within the GSG Global Services 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.

Purpose of the Role:

The Senior Data Architect will support the transformation and innovation of the survey experience our customers follow when they receive our GSG Global Services Group Customer Experience surveys. Among the responsibilities of the role include design, program and test new survey methodologies, questions and channels; modify existing surveys and build/maintain existing dashboards in the Qualtrics platform. This person will work closely with product and process owners, subject matter experts from Qualtrics.

Key Responsibilities:

• Implement standard processes in survey design across a variety of use cases and industry verticals
• Prepare dashboards and analyses that enables users to gather insights and self service
• Monitor health of the process to ensure survey and dashboard platforms are fully functional; report and take actions when risks or issues arise
• Integration and launch of new projects which involve survey design, programming, testing and implementation as well as the relevant dashboards and reports of survey responses and survey process.
• Work closely with internal team members, Qualtrics vendor, and business partners across different verticals to understand requirements as well as support with Qualtrics expertise as needed

Minimum Qualifications-

• Expertise in survey scripting and data reporting platforms a must, proven experience building surveys and dashboards. Experience on the Qualtrics platform is a big plus.
• Prior coding experience (Matlab, R, Python, VB, Java Script, CSS, HTML, etc. )
• Experience with Tableau, APIs and Salesforce integration is a big plus
• 1-2 years of experience in the SaaS (Service as a software) industry is preferred.
• Comfortable in a fast-pace, unstructured, and highly competitive environment.
• Detail-orientation with an ability to prioritize and meet deadlines.
• Ability and willingness to work with partners across time zones and in several different countries and markets.

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