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Data Analyst/Senior Data Analyst Voice Of Customer(Voc)/Net Promoter System (Nps) Team

Expired Job

American Express New York , NY 10007

Posted 4 months ago

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.

Specific responsibilities/tasks:

GlobalSurvey Execution:

  • Data clean up

  • Managing projecttimelines

  • 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)

Budget Management:

  • Maintaining onlinebudget reports

  • Submitting invoices

  • Ensuring appropriateapprovals

  • Meeting timelines

Qualtrics Implementationand maintenance

  • Testing

  • 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

  • Dashboard 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

Preferred Qualifications

  • Familiarity with financial services industry

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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Data Analyst/Senior Data Analyst Voice Of Customer(Voc)/Net Promoter System (Nps) Team

Expired Job

American Express