TheVoice of the Customer (VoC) team is responsible for the end-to-endmanagement of the Global Net Promoter System (NPS) Surveys for all GlobalCommercial Services customers. The team executes surveys for CorporateDecision Makers/Key Contacts, Corporate Card Members, US Small business CardMembers and International Small business clients in over 14 languages and 15countries.
TheVoC team has been on an important journey to redesign the global process inorder to deliver a best-in-class program. This role will cross-overbetween the old and the new - managing some of the day-to-day execution in themore manual process, while supporting the development of Qualtricsinfrastructure. The focus of this role is to ensure the day-to-daydetails of the complex survey execution are accurate, the timeline is on track,and the business is kept current on our progress. It is important to notethat this position has global responsibilities, as such, meetings will occurduring off-hours to accommodate the international teams on a bi-weekly basisfrom February through July.
Data clean up
Scheduling, preparingand delivering documents for global NPS Champion conference calls
Assist with supportingchampion's NPS-related requests throughout the survey
Participate in bi-weeklyChampion calls as well as regular calls with our partners (Amex Insights,NAXION and Qualtrics)
Maintaining onlinebudget reports
Qualtrics Implementationand maintenance
Develop expertise inQualtrics tools
Support for thedevelopment and execution of ad-hoc surveys (those outside the global NPSprograms):
Requirements discussions with cross functional teams
Survey development and testing
GCS Communications Social Media
Maintain and update allNPS documents in DocBox
Help create and postcontent on Community
Help create andpost/share NPS content via Chatter
Develop new ideasfor leveraging Community to communicate with the organization
Bachelor degree or equivalent
Experience gathering, manipulating, and analyzing data
Comfort working with large data sets
Expert in MS PowerPoint, Word and Excel
Proven self-started and comfort working as part of a global team
Strong customer focus
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.