Business Systems And Operations Senior Analyst

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

What You’ll Do on a Typical Day :

This role sits within the CX Data & Operations team in the Customer Analytics org. We have the operational ownership and responsibility to work collaboratively across business and technology. The position requires a blend of strategic and multidimensional thinking, strong communication skills, and a passion to influence how our processes are improved. We’re seeking a proactive and detail-oriented Business Systems And Operations Senior Analyst to join our CX Data & Operations team. In this role, you’ll be responsible for analyzing data, data quality, troubleshooting, issue resolution, as well as building and maintaining automations. Your technical capabilities will be used across multiple proprietary and non-proprietary tools.

• Collect, manage, and analyze customer feedback data using Qualtrics and other analytics tools.

• Build and maintain dashboards, trackers, and automated reports for CX metrics.

• Identify trends, root causes, and opportunities for experience improvements using structured analysis. Collaborate with stakeholders to define requirements, validate data, and track progress of CX initiatives.

• Present findings and actionable recommendations through clear and concise reports and presentations. Troubleshoot data flow or reporting issues independently and escalate when necessary.

• Maintain and streamline document and survey process management, ensuring version control and compliance. Monitor, prioritize, and action support tickets related to surveys, dashboards, or data issues, while meeting defined SLAs.

• Stay current on customer experience best practices and emerging analytics tools .Provide support to team members on tools, workflows, and documentation as needed.

What We’re Looking For :

• Bachelor’s degree in business, Analytics, or related field. Minimum 3 years of relevant experience with data analysis, data reporting, or operations.

• Experience with Qualtrics is a plus, but strong proficiency is essential. Proficient in Microsoft Excel, Access, Word, PowerPoint, Outlook

• Proficient to intermediate level skill set in Alteryx Experience with SQL (Hive), JavaScript, CSS, HTML, JSON preferred

• Familiarity with SharePoint List creation and maintenance Strong analytical and critical thinking skills. Proven business acumen refers to the demonstrated ability to effectively understand and navigate business situations, making informed decisions that lead to positive outcomes.

• Excellent communication skills—able to explain complex data clearly and confidently. Proven track record of independent task ownership and follow-through

• Ability to manage multiple priorities in a deadline-driven environment High attention to detail and process integrity. Strong collaboration skills, with ability to work across global teams and time zones Familiarity with customer experience metrics (e.g., CSAT, NPS) is an asset

Location

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.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!