We are looking to hire a Director of Analytics to be the driver of this CM engagement opportunity for the US market. In this highly visible and critical role, this Director will lead a team of 7-8 team members to proactively identify opportunities for TLS that will drive step change in CM engagement—by generating insights from analysis of CM travel behavior, spend behavior, travel supplier data and TLS engagement data. We expect that insights uncovered by this person will lead to strategic initiatives across the TLS business, be it call center operations, online, consumer marketing and strategic partnerships.
The Director will very quickly need to develop an intuitive sense for how numbers translate into business actions/ CM behavior and vice versa. The business will rely on this person to provide insight on business performance drivers from a CM behavior perspective, as well as predict impact on metrics—ranging from tactical (e.g., evaluating marketing campaign effectiveness through test and control methodologies, partner assessment) to very strategic (e.g., supporting development of customer treatment strategies using segmentation).
This person will also lead a broader set of insights to support the US Centurion Relationship Manager initiative. This will include strategic output to enhance the servicing model and CM experience, as well as tracking of key performance metrics. This is one of the critical initiatives globally for TLS and this Director role is a critical support for this initiative. For this role, we are looking for a proactive and strategic thought leader, who is willing to challenge the status quo using powerful insights from data analytics.
Key Responsibilities
· Proactive thought leadership to drive strategic initiatives across the business; use analytics and insights to shape and influence TLS strategic direction
· Identify growth and enhancement opportunities across TLS business areas (operations, marketing, suppliers, finance), including impact on the broader Card business
· Partner with key stakeholders in RIM, capabilities and other groups to ensure TLS is optimally using Blue Box capabilities like Big data, database enhancements, segmentation, etc.
· Continually enhance TLS analytical capabilities, from a skill, talent and data platform perspective
· Stay up to speed with new developments in analytical platforms and techniques, incl. data mining, modeling and other analytics; recommend actions that will enable TLs to develop these enhanced capabilities; develop analytical / data roadmap for the business
· Provide support to key business initiatives, e.g., segmentation to drive customer treatment approaches, analytical support for other servicing, marketing, compliance initiatives
· “Translate” complex analytical needs / results into business needs or impact for senior leaders, and vice versa
· Prioritize, automate and drive efficiency as it relates to the (substantial) day to day analytical and data needs of the business
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Qualifications
The successful candidate will have a strong understanding of data and analytics; will be able to apply a business lens to data / reporting. Is proactive, strategic and someone who is comfortable working in a fast paced environment.
· Strong analytical skills and experience with targeting, segmentation, reporting and measurement
· Expertise in multivariate analysis, econometric/ statistical modeling techniques (regression, cluster, segmentation)
· Proficient with statistical software (e.g., SAS, SPSS, etc.) and coach the team in manipulating large data sets and samples
· Experience with Tableau and emerging Big Data tools is a plus; experience with SQL and Sybase also helpful
· Ability to drive insights and provide actionable steps
· Ability to identify analytical capabilities and platforms to help automate / scale business and work with technology partners on the implementation
· Self starter with the ability to drive results. High-energy and proactive with the ability to work well under pressure
· Excellent business writing and presentation with the ability to communicate effectively across levels and influence strategy
· Ability to prioritize and lead team to focus on the critical few initiatives
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