Job Description

American Express Global Business Travel (American Express GBT) Customer Experience Team (CET) is seeking a technically skilled Business Systems Analyst to support the global Customer Satisfaction (CSAT) process.
The Business Systems Analyst will maintain daily data feed processes to our Customer Satisfaction Survey provider using pre-developed database applications. This analyst will assist in identifying and correcting process gaps in the CSAT program, design virtual tools to improve efficiency, as well as work with the Global Customer Experience team to ensure integrity of client setup within the program.
Main Responsibilities

• Processing daily CSAT input file
• Maintain client CSAT profiles using SharePoint and Front End database tools
• Maintain CSAT Data Warehouse environment
• Support CET Insights team in troubleshooting and analyzing CSAT process
• Provide analytical review of global CSAT volumes and discrepancies
• Develop database tools to support CSAT setup and global reporting
• SharePoint Site and Workflow design, team site maintenance and support
• Develop SharePoint collaboration tools for the global Customer Experience Team to support all aspects of CSAT
• Interface with Service Delivery and Client Management as needed to support proper CSAT setup and reporting
• Act as SME for all network queries on the Medallia tool and CSAT processes
• Provide creative solutions to enhance CSAT visibility within GBT and value both internally and externally
• Document business processes

Location United States - Virtual Location

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