Senior Analyst-Product Development
Company Name:-
American Express
Job Location:-
Gurgaon, Haryana
Job Summary:-
You Lead the Way.
Weve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways.
Whether were supporting our customers financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining whats possible and were proud to back each other every step of the way.
When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
It takes exceptional people to create exceptional products.
Description
This role sits on the Global VR team as part of the Voice Response Capabilities organization and will focus on delivering an extraordinary customer experience through innovation and backed with Data analysis.
This role will focus on customer first and demonstrate mastery of end-to-end customer journeys and how to design experiences and products that people love and that also deliver clear business outcomes.
This position will play a vital role in developing, expanding, or managing next generation capabilities that will enhance customer experience, improve Self-service performance and would align with the POA roadmap for Next Generation contact centers (Genesys Platform).
This team has ownership and accountability for the performance and customer satisfaction of the Voice Response systems across all business lines and markets across Global Servicing Network.
The successful candidate will participate actively in all phases of the development process with engineers, designers, and internal and external technology partners to deliver the right user experience.
This individual will also collaborate with partners from all lines of business and Operations leaders to ensure proper operational readiness and change management for new features and enhancements.
The person in this role will be responsible for working closely with key stakeholders across the business including Compliance, Risk, Legal, Technology, Operations, Servicing Strategy, Digital Labs, Enterprise Digital & Analytics teams in order to drive projects that ensure timely and accurate deliv
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