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Digital Support Analyst - Future Needs

Posted 24 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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American Express entered the travel agency business in 1915 and is today one of the world’s largest travel networks. Over 100 years later the Travel and Lifestyle Services organisation remains at the forefront of delivering Card Member value with a focus on providing premium leisure travel and related lifestyle services to Card Members through various offline and online channels around the globe.

The global breadth of this team enables it to serve more Card Members whenever, wherever, and however they want to engage with American Express Travel & Lifestyle Services. And with each market tailoring its products and services to its unique customer base, Card Members are provided with the guidance, protection, value and seamlessness for which they look when booking and enjoying travel.

The Global Online Travel team is responsible for developing the online travel strategy and priorities, expanding into new markets, platform development, user experience and managing the key strategic platform partnerships. There is an opportunity to join this exciting and dynamic team leading the effort to transform our travel business. In this role you will be part of a fast-paced, high performing team responsible for delivering world class Card Member experiences across multiple online channels.

This role will be responsible for identifying areas of the site, both front and back-end, that are performing sub-optimally and are a source of card member dis-satisfaction with the goal of informing the ongoing product roadmap to address these opportunities. The role will be a vital link between production support teams, online travel technology partners, inventory and content suppliers and American Express Technologies As such, the role will also be required to provide complex analytical support while managing resources from internal and external cross functional teams.

Job Responsibilities:

The Global Online Travel Team are looking for a highly skilled professional with experience of mining online performance data for quality, early warning behaviours and patterns, with the ability to translate the analysis into actions to in increase platform stability, reducing site errors and pro-actively identifying opportunities to improve the site’s performance.

The person will be the site performance SME, partnering closely with third party vendors on initiatives to increase site performance, analysing site performance data to identify opportunities the online customer experience.

  • Utilize a broad set of site monitoring analytical and reporting tools (including synthetic site monitoring and real user monitoring) for data extraction, analysis to improve site performance
  • Coordinate testing, analyse and implement approved optimization improvements
  • Uses technical acumen to provide design alternatives, ask probing questions, support team in technical issue resolution
  • Experience consulting with business owners and recommending appropriate solutions based on clear understanding of travel industry & e-commerce business needs
  • Prioritize workload, providing timely and accurate resolutions.
  • Drive resolution of critical issues across cross functional teams
  • Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
  • Participate in knowledge transfer to ensure better grasp of the product and domain
  • Build new and leverage existing relationships to contribute to an international team
  • Able to manage 3rd party partners/suppliers, compliance to SLAs, review contracts (in relation to SLA’s) and negotiate resolution timescales if in breach of SLA’s
  • Maintain Platform Health Dashboard and interpret KPI data with recommendations made to leadership team
  • Monitoring and Analysis of Site Key Performance Indicators to inform product backlog
  • Support TLS team in ensuring compliance requirements are monitored and met
  • Support UAT and release management.
  • Demonstrates a flexible approach to working hours to support global markets across multi-time zones
  • Demonstrate teamwork attitude to support wider Production Support activities and responsibilities
  • Maintain good level of awareness of the key tools used within the business (new technologies / processes / reporting tools) to an extent where issues or opportunities for development of the ATO channel can be exploited.

American Express is a global service company, providing customers with exceptional access to products, insights and experiences that enrich lives and build business success.

Finance & Banking
New York
1,500 employees