Customer Crisis Business Analyst

American Express Global Business Travel; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

American Express Global Business Travel is seeking a Customer Crisis Business Analyst in Gurgaon, India. The role supports ongoing information and reporting for potential threats to traveling employees and customers in a high-visibility environment.

You will analyze data, provide reports to business partners, and help drive improvements with the Enterprise Crisis Teams while maintaining strict data quality and timely communication.

Qualifications

• BE/B.Tech with 3-6 years of analytics experience.
• Strong SQL skills and data querying ability.
• Experience with Tableau/Power BI for reporting.

Responsibilities

• Monitor the team mailbox for potential threats to travelers.
• Deliver critical information and sensitive data reports to partners.
• Support program leadership with analytics and deliverables.
• Host de-briefs with stakeholders for process improvements.
• Engage with Enterprise Crisis Teams during escalated incidents.
• Provide coaching and training to business partners.

Skills

SQL

Tableau

Excel VBA

Python

Communication

Analytical thinking

Problem solving

Travel industry

Education

BE/B.Tech

Tools

Tableau Desktop

Power BI

Salesforce

Job description

## Customer Crisis Business AnalystApply: Gurgaon, India: Full time: Posted Today: J-84322Amex 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**We are looking for an Analyst to join our Customer Crisis Recovery Program and provide our Business with ongoing information and reporting concerning potential threats to our traveling employees and customers. The Analyst will report to the Program Leader and will support all aspects of the Program. Since this role will be highly visible and have critical importance, it will require 24/7 coverage and consist of multiple shift rotations based in India.* 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.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!