Talent Analytics Project Analyst
Posted on: 17 Nov 2021
Sunrise, FL
Job Description
This role provides an exciting and challenging opportunity for someone passionate about using performance data to influence learning strategy that drives an extraordinary customer experience.
•Global liaison - GOA Analytics Team (Reporting) – Manage reporting relationship with our India Analytics Team for Global L&D team.
•Maintain New Hire performance score cards, tracking and evaluating agent performance, identifying key metrics, recognizing trends, and raising servicing concerns as warranted
•Conduct New Hire deep-dive voice of customer/service analyses, establishing key linkages between various data elements (qualitative and quantitative) and understanding driver contributions and impact to overall customer satisfaction and provide insights/recommendations for improvement for learning deliverables.
•Back up Ad hoc projects/support of L&D day to day operations (LCMS Admin, LMS Admin support, Sharepoint Admin support).
Minimum Qualifications
Passion for the customer and the customer experience as their champion
•Extreme flexibility for what will be a constantly changing work environment
•Ability to analyze customer and operational metrics, data and feedback to identify trends and issues that impact a successful customer experience
•Strong ability to leverage technology and innovative ideas to revolutionize current performance tracking and reporting
•Superior teamwork, interpersonal and communication skills
•Strong attention to detail with fantastic organizational and project management skills
•Strong relationship/partner manager and influencer in order to get work done
•Strong Microsoft Office skills required (Expert knowledge in Excel)
•Sharepoint Designer certification preferred
•LCMS/LMS admin experience preferred
•Learning measurement knowledge/experience preferred (i.e. Kirkpatrick model)
•Employee Performance Database(EPD) experience preferred
American Express
New York, New York
American Express Company, together with its subsidiaries, provides charge and credit payment card products, and travel-related services to consumers and businesses worldwide. It operates through three segments: Global Consumer Services Group, Global Commercial Services, and Global Merchant and Network Services. The company’s products and services include charge and credit card products, as well as other payment and financing products; network services; expense management products and services; travel-related services; and prepaid products.
Its products and services also comprise merchant acquisition and processing, servicing and settlement, point-of-sale marketing, and information products and services for merchants; and fraud prevention services, as well as the design and operation of customer loyalty programs. The company sells its products and services to consumers, small businesses, mid-sized companies, and large corporations through online and mobile applications, third-party vendors and business partners, direct mail, telephone, in-house teams, and direct response advertising. American Express Company was founded in 1850 and is headquartered in New York, New York.
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IndustryBanking/Financial Services
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No. of Employees59,000
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Website
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Jobs Posted1119
