Data Analytics Analyst – Customer Experience

About the role

American Express is seeking a data‑analytics analyst to help the Customer Listening – Insights & Analytics team turn customer feedback and operational data into actionable insights. You will work on complex customer‑experience questions, design hypotheses, select appropriate analytical methods and deliver clear recommendations to senior stakeholders.

Key responsibilities

• Define and solve end‑to‑end CX problems by structuring ambiguous business questions into testable hypotheses.
• Identify and extract relevant structured and unstructured data, applying statistical and machine‑learning techniques.
• Develop executive‑ready insight packages and narratives to support decision‑making.
• Conduct cross‑channel journey analysis to pinpoint friction points and improvement opportunities.
• Apply sample‑vs‑population methodologies to ensure statistically sound insights.
• Use NLP and GenAI/LLM workflows to extract sentiment, themes and unmet customer needs.
• Partner with senior stakeholders to shape analytics road‑maps and align with business priorities.

Required profile

• Strong foundation in statistics, hypothesis testing, sampling, confidence intervals and regression analysis.
• Ability to translate ambiguous business problems into clear analytical approaches.
• Experience with data‑mining and machine‑learning methods such as segmentation, clustering, classification and regression.

Required skills

• NLP
• GenAI / LLM workflows
• Text analytics
• Machine learning
• Data mining
• Statistical analysis
• Hypothesis testing
• Segmentation, clustering, classification, regression