Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Data & Analytics Innovation agile and forward-looking team of Solution Architects, Data Engineers and Data Scientists with the goal to drive workforce Management Innovation by making information accessible to decision makers. We seek to shape the future of Global Servicing by developing analytical models and decision-support tools that improve workforce planning, operational efficiency, and customer experience. All this with curiosity, openness and a collaborative spirit driven by the passion of enhancing everyday experiences.

As part of our vision to provide the world's best customer experience every day, Global Servicing (GS) within American Express plays a critical role by setting the standard for customer experience that our customers rely on.

The Data & Analytics Innovation team within Support & Enablement (S&E), is part of a global organization that shapes the future of Global Servicing (GS).

We are seeking a Data Science - Analyst to help develop analytical models that support the optimization of global customer service. You will contribute to the design and implementation of mathematical models that improve workforce planning, operational decision-making and customer experience.

In this role, you will be part of a team responsible for advanced analytics projects that support workforce management innovation, applying statistical techniques, queueing theory, simulation and mathematical modelling to solve complex problems within an evolving contact center environment.

In parallel to the implementation of a new cloud-based infrastructure for customer service (Contact Center Transformation) and a global redesign of supporting business processes, you will work with data engineering teams to develop models that provide insights into staffing strategies and service performance. The ideal candidate will have strong analytical skills, an interest in operations research, and the ability to collaborate across technical and business functions to challenge conventional approaches.

• Support the development and validation of mathematical models describing customer contact center operations.
• Apply queueing theory and statistical techniques to analyze service performance and identify optimization opportunities.
• Assisting leaders in evaluating new strategies that aim to improve staffing efficiency while maintaining customer service objectives.
• Design KPIs and measure the performance of S&E innovation projects, visualize and make information accessible to decision makers.
• Experiment and research new ways to distribute and make data accessible to colleagues using AI agents.
• Collaborate with Data Engineers and Product Managers to improve the Data Ecosystem that supports our analytical work.
• Build reproducible analytical workflows using Python, SQL and modern analytical tools.
• Produce clear documentation and communicate analytical findings to both technical and non-technical stakeholders.
• Ability to manage time, priorities tasks and report progress effectively to Project Managers within an Agile framework.

Minimum Qualifications:

• Bachelor's degree (or equivalent experience) in Mathematics, Statistics, Operations Research, Data Science, Engineering, Economics or a related quantitative discipline.
• Strong understanding of probability, statistics and mathematical modelling.
• Knowledge of queueing theory
• Familiarity with workforce management concepts such as forecasting, scheduling or capacity planning.
• Proficiency in Python for data analysis and modelling.
• Proficiency in SQL or similar querying languages.
• Ability to analyze complex datasets and communicate insights effectively.
• Strong problem-solving skills with attention to detail.
• Ability to communicate with both technical and non-technical audiences.

Preferred Qualifications:

• Exposure to simulation modelling or optimization techniques.
• Familiarity with contact center operations or workforce management platforms.
• Experience using Tableau, Power BI or similar visualization tools.
• Experience with machine learning techniques and predictive modelling.
• Understanding of cloud-based analytics platforms such as Google Cloud Platform.
• Previous exposure to delivering work using Agile development practices.
  

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.