Experienced Senior Data Architect – Voice of the Customer (VOC) Methodology Transformation and Innovation

About Us

At American Express, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a leading global payments and financial services company, we're dedicated to upholding our organization's values and delivering on our promise to provide the world's best customer experience every day. Our company culture is built on a foundation of integrity, inclusivity, and a passion for innovation, where every individual feels seen, heard, and valued.

About the Role

We're seeking an experienced Senior Data Architect to join our team and lead the transformation and innovation of our Voice of the Customer (VOC) methodology. As a key member of our Customer Listening Team, you'll play a critical role in driving business growth and customer satisfaction through data-driven insights and strategic decision-making.

About the Team

Our Customer Listening Team is responsible for collecting and analyzing over 5 million customer surveys annually across consumer, business, and service provider segments. We're committed to delivering a world-class customer experience through our Stop-to-Stop Voice of the Customer technique, which includes the design and programming of customer satisfaction surveys, translated into over 10 languages and deployed in more than 20 countries.

About the Job

The Senior Data Architect will assist in the transformation and innovation of our VOC methodology, focusing on the improvement and preservation of the new Voice of the Customer technique sourced from Cornerstone and integrated with the Survey and Dashboard Platform hosted on Qualtrics. This role will involve close collaboration with product and process owners, subject matter experts from Qualtrics, and the Agile team in Technology to drive business outcomes and customer satisfaction.

Key Responsibilities

• Work closely with utility teams to outline, design, and capture business needs.
• Grow knowledge of Voice of the Customer methods and leverage them to outline and transform data within the Cornerstone Large Data Platform.
• Design and build robust data model architecture to aid in fulfilling statistical processing and standardized metric definitions.
• Enable big data and batch/real-time analytical answers leveraging transformational technologies (Hadoop, HDFS, MapReduce, Hive, Spark, and Python) to deliver innovative solutions ensuring data quality and accuracy through intensive testing at variable and use case levels.
• Provide pointers to beautify competencies to drive efficiency in computing programs using massive data ecosystems.
• Power customer tale evaluation & elaboration, design and development of software programs, checking out & builds automation tools.
• Proactively identify and automate routine tasks to improve best and efficiency.
• Collaborate with companions from GSN and AET to prioritize, define, increase, and review statistics for various use cases as part of the VOC cease-to-stop technique.

Essential Qualifications

The ideal candidate will possess hands-on experience with Hive/Hadoop, PySpark, Python, shell scripting languages, development life cycle management, and troubleshooting understanding for data-driven tasks for a span of no less than 3+ years. This will involve active collaboration with dating managers/product owners to expertise functional requirements and converting them into technical deliverables.

Preferred Qualifications

The successful candidate will be familiar with Agile methodologies of delivery, where small increments of a product are introduced at daily intervals to the business groups.

About Our Benefits

We're committed to supporting our colleagues and their loved ones through every stage of life. This means we prioritize their physical, mental, and financial health through various benefits and programs. Some of the advantages include:

• Competitive base salaries and bonus incentives.
• Assistance for economic-well-being and retirement.
• Flexible work model with hybrid, onsite, or digital preparations depending on position and business need.
• Generous paid parental leave policies (depending on your location).
• Free access to international on-site online wellness facilities staffed with nurses and doctors (depending on location).
• Free and confidential counseling aid through our Wholesome Minds application.
• Career development and education opportunities.

About Our Culture

We're a company that values diversity, equity, and inclusion, and we're committed to creating a workplace where every individual feels seen, heard, and valued. We believe in the power of collaboration, innovation, and continuous learning, and we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations.

How to Apply

If you're passionate about data-driven innovation and customer satisfaction, and you're looking for a challenging and rewarding role in a dynamic and inclusive company culture, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about our company and our values, and to submit your application.