Customer Crisis Business Analyst

American Express Global Business Travel; Gurgaon; On-site; INR 650,000 - 1,200,000; Full time

Job summary

American Express Global Business Travel is seeking a data-driven analyst in Gurgaon to monitor dashboards, deliver critical reports, and support program analytics. You will work with business partners and crisis teams to ensure data quality and timely insights.

The role requires strong SQL, Tableau/Power BI experience, and advanced Excel with VBA; Python is a plus. Excellent communication and multitasking in a fast-paced environment are essential.

Qualifications

• BE/B.Tech with 3–6 years of experience and strong SQL knowledge.
• Experience in data reporting tools like Tableau or Power BI is preferred.
• Proficient MS Excel with VBA; Python scripting is a plus.

Responsibilities

• Monitor and analyze data to support traveler safety and program metrics.
• Deliver reports and insights to Business Partners and Enterprise Crisis Teams.
• Collaborate with Analytics and Tech teams to improve data quality and reporting.
• Coach and train Business partners on data-driven decisions.
• Support program leaders with analytics and project deliverables.

Skills

SQL

Tableau

Power BI

Python

Excel VBA

Communication

Analytical thinking

Time management

Education

BE/B.Tech

Tools

Tableau

Power BI

Excel

Job description

What You’ll Do

• Monitoring the team Mailbox for potential threats to travelers that require immediate attention
• Delivering critical information and sensitive data reports to Business Partners
• Support Leader of Program with analytics and project deliverables
• Proactively host de-briefs with program stakeholders to make recommendations for consistent improvement to the program.
• Engaging and supporting the Enterprise Crisis Teams during escalated incidents
• Provide coaching, training, and consulting to Business partners
• Maintain Program Log and document business processes
• Drives results in operating with a sense of urgency and employing effective time management
• Interact with Technologies team to continuously improve data reporting
• Troubleshooting of reports and ensuring data quality
• Offer multi-functional support to wider teams accurately interpreting requests and completing transactions in support of overarching Amex GBT objectives

What We’re Looking For

• BE/ B.Tech with 3-6 years experience with sound Knowledge of SQL (Structured Query Language) for querying the relational database is a must
• Working knowledge of Tableau desktop .Past working experience with Tableau or Power BI preferred.
• Highly proficient in MS Excel with VBA skills /Python skills to automate tasks and perform functions beyond creating and organizing spreadsheets.
• Good interpersonal and communication skills, both verbal and written (in English).
• Demonstrated Analytical thinking and Problem-Solving capabilities
• Solid focus on continual improvements and willingness to learn and implement improvements leveraging varied Amex GBT platforms (e.g Salesforce).
• Good level of Social Media and Newsfeeds (fact-finding) on the internet .
• Travel Industry experience preferred
• Resilient to Change Management.
• Ability to multi-task while retaining attention to detail
• Able to work in a highly visible team and handle stressful situations.
• Capable to be self-managed and work independently.
• Ability to flex work schedule as needed to support global time zones.
• Experience with MI Data, Global Distribution Systems (GDS), a plus
• Location Gurgaon, India

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.

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;