Transforming Customer Experience at American Express
At American Express, we're driven by a shared purpose: to deliver an exceptional customer experience that sets us apart in the industry. With over 5 million surveys received from clients each year across consumer, business, and service provider areas, our Customer Listening Team plays a vital role in shaping our Voice of the Customer strategy. We're now seeking a Senior Statistics Architect to join our team in Costa Rica and lead the transformation of our end-to-end Voice of the Customer process.
About the Role
As a Senior Statistics Architect, you will be responsible for driving the innovation and transformation of our Voice of the Customer methodology, leveraging cutting-edge technologies and data analytics to inform business decisions. You will work closely with product and process owners, subject matter experts, and agile teams to design, develop, and implement robust data architectures that enable efficient data processing and standardized metric definitions.
Key Responsibilities
- Collaborate with utility teams to define, frame, and capture business needs, leveraging your expertise in Voice of the Customer methods and data analytics.
- Design and build robust data model architectures to support efficient data processing and standardized metric definitions, ensuring data quality and accuracy through extensive testing.
- Enable big data and batch/real-time analytical solutions using transformational technologies such as Hadoop, HDFS, MapReduce, Hive, Spark, and Python.
- Provide guidance to enhance competencies and drive efficiency in computing programs using the massive data ecosystem.
- Drive consumer tale analysis and elaboration, design, and development of software programs, testing, and builds automation tools.
- Proactively identify and automate manual tasks to improve quality and efficiency.
- Work closely with partners from GSN and AET to prioritize, define, develop, and test data for various use cases as part of the VOC end-to-end process.
Essential Qualifications
To succeed in this role, you should possess:
- Hands-on development experience with Hive/Hadoop, PySpark, Python, and shell scripting languages, with a strong understanding of data-driven tasks and troubleshooting.
- At least 3+ years of experience in data-driven projects, with a proven track record of delivering innovative solutions.
- Strong collaboration and communication skills, with the ability to work effectively with relationship managers, product owners, and business stakeholders.
- Familiarity with agile methodologies and delivery frameworks, with the ability to adapt to changing business needs.
Preferred Qualifications
While not essential, the following qualifications will be highly regarded:
- Experience working in a hybrid or remote environment, with a strong understanding of flexible working models.
- Knowledge of customer experience and Voice of the Customer methodologies, with a proven track record of driving business outcomes.
- Experience with Qualtrics survey platform and Cornerstone large data platform.
Skills and Competencies
To excel in this role, you should possess:
- Strong technical skills, with expertise in data analytics, data modeling, and data processing.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
- Strong problem-solving and analytical skills, with the ability to drive business outcomes through data-driven insights.
- Adaptability and flexibility, with the ability to thrive in a fast-paced, dynamic environment.
Career Growth Opportunities and Learning Benefits
At American Express, we're committed to supporting the growth and development of our colleagues. As a Senior Statistics Architect, you will have access to:
- Career development and education opportunities, with a focus on building technical and business skills.
- Mentorship and coaching from experienced professionals, with a strong track record of success.
- Opportunities to work on high-visibility projects, driving business outcomes and shaping the future of our organization.
Work Environment and Company Culture
At American Express, we prioritize the well-being and holistic health of our colleagues. Our benefits include:
- Competitive base salaries and bonus incentives.
- Support for financial well-being and retirement.
- Flexible working models, with hybrid, onsite, or virtual arrangements depending on the role and business need.
- Generous paid parental leave policies.
- Free access to global on-site health facilities staffed with nurses and doctors.
- Confidential counseling support through our Healthy Minds program.
Join Our Team
If you're a motivated and experienced Senior Statistics Architect looking to drive business outcomes and shape the future of our organization, we encourage you to apply. With a competitive salary, comprehensive benefits, and a dynamic work environment, we're confident that you'll thrive in this role.
Don't miss this opportunity to join our team and lead the way in transforming customer experience at American Express.
Apply Now