Customer Crisis Business Analyst

About this role

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Skills you'll use

What you'll do

• We are looking for an Analyst to join our Customer Crisis Recovery Program and provide our Business with ongoing information and reporting concerning potential threats to our traveling employees and customers. The Analyst will report to the Program Leader and will support all aspects of the Program. Since this role will be highly visible and have critical importance, it will require 24/7 coverage and consist of multiple shift rotations based in India.
• Monitoring the team Mailbox for potential threats to travelers that require immediate attention
• Delivering critical information and sensitive data reports to Business Partners
• Support Leader of Program with analytics and project deliverables
• Proactively host de-briefs with program stakeholders to make recommendations for consistent improvement to the program.
• Engaging and supporting the Enterprise Crisis Teams during escalated incidents
• Provide coaching, training, and consulting to Business partners
• Maintain Program Log and document business processes
• Drives results in operating with a sense of urgency and employing effective time management
• Interact with Technologies team to continuously improve data reporting

Who can apply

• BE/ B.Tech with 3-6 years experience with sound Knowledge of SQL (Structured Query Language) for querying the relational database is a must
• Working knowledge of Tableau desktop .Past working experience with Tableau or Power BI preferred.
• Highly proficient in MS Excel with VBA skills /Python skills to automate tasks and perform functions beyond creating and organizing spreadsheets. Good interpersonal and communication skills, both verbal and written (in English).Demonstrated Analytical thinking and Problem-Solving capabilities
• Solid focus on continual improvements and willingness to learn and implement improvements leveraging varied Amex GBT platforms (e.g Salesforce). Good level of Social Media and Newsfeeds (fact-finding) on the internet .Travel Industry experience preferred
• Resilient to Change Management. Ability to multi-task while retaining attention to detail
• Able to work in a highly visible team and handle stressful situations. Capable to be self-managed and work independently.
• Ability to flex work schedule as needed to support global time zones. Experience with MI Data, Global Distribution Systems (GDS), a plus
• The #TeamGBT Experience
• Work and life: Find your happy medium at Amex GBT.
• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

About Amex GBT

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