Business Analyst Job in Fort Lauderdale, Florida US

Business Analyst

Job Description Business Analyst - Interactive Help-1203927 Description Global Digital Communications is a key strategic area within World Service Capabilities that aims to connect new and existing customers with new digital communications channels designed to provide an end-to-end digital servicing experience. We are embarking on a journey to significantly upgrade our capabilities and footprint in this space globally while driving adoption of digital channels This role is mainly responsible for supporting Digital Customer Assist capabilities for World Service across multiple business units. Specifically, the Analyst will be responsible for supporting Online Help along with its various channels. This person will also be responsible for identifying operational efficiency metrics to ensure we exceed the needs of our customers. Furthermore, the analyst will be responsible for partnering with content owners across the organization to develop, maintain and enhance FAQ content and drive the strategy of customizing it according to the needs of Online Help. The ideal candidate will have hands-on experience in digital capabilities, including working with a creative agency on user design, managing a technologies team on the roll out of digital capabilities, and demonstrating a deep understanding of digital best practices and trends. The ideal candidate should also have excellent relationship skills and be effective at aligning across multiple stakeholder groups across different businesses. The candidate should be adept at analytics and developing business cases. Finally, the candidate should have an interest and general understanding of customer service and support technology, including web support technologies like email, chat, email response management, self service portals, and Knowledge bases. The successful candidate will report to the Senior Manager of Online Help within the Digital Customer Assist team. Specific responsibilities include (but are not limited to): - Partner with technologies to manage project level scope, timelines, budget, resources, risks and issues - Manage relationships across markets, business units and technologies - Ability to identify global synergies leveraging operational, functional and technical efficiencies and linkages across all markets, including US and International - Identify new digital metrics and ensure that the portfolio delivers against target metrics - Ensure that solutions adhere to digital design principles and that best-in-class digital experience is being deployed - Support the strategic direction of Digital Customer Assist capabilities as AXP moves from new build to platform management through to innovating and becoming a digital leader in this field American Express is an equal opportunity employer. - Strong project management skills a proven track record of driving results - Hands on experience in digital capabilities - Strong analytical skills to identify analytics requirements and drive insight from data, especially in a web environment - Extreme attention to detail and flawless execution stills - Ability to build relationships and influence decisions without direct authority in a matrixed environment - Excellent organizational and communication (verbal and written) skills - A strong customer focus - Experience working in a fun, fast-paced, dynamic and development-focused environment. - Knowledge of Amex online servicing processes and channels, web development and design processes, customer servicing strategies preferred. Job: Marketing Primary Location: US-Florida-Ft. Lauderdale Schedule: Full-time