Executive Customer Relations Analyst

Description

You Lead the Way. We’ve Got Your Back. With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and... meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let’s lead the way together. This position reports to the Manager, Executive Consumer Relations within the Global Customer Research & Solutions (GCRS) organization.

The Global Customer Research Solutions Teams (GCRS) support a wide variety of processes and sensitive activities such as managing highly complex escalations on behalf of senior executives, researching and addressing consumer inquiries submitted through various regulating agencies, handling callbacks tied to the Abusive Customer Cancellation Program and reviewing complaints to ensure compliance with legal, regulatory and complaint program requirements. Executive Analysts are responsible for the prompt and accurate response to Executive, Legal, and Regulatory Agency correspondence and hotline within an aggressive and strict timeframe. Executive Analysts are required to effectively research and resolve complex issues by leveraging relationships across multiple areas of the business. The areas of Card Member inquiries range from but are not limited to Marketing, Credit, Disputes and multiple product benefits within a wide range of American Express areas.

Company Culture and Environment

American Express promotes a culture of collaboration, integrity, and customer-centric values, making it a supportive environment where every colleague feels valued and included.

Career Growth and Development Opportunities

The company emphasizes personal and professional growth, offering various training and development opportunities to help employees advance their careers.

Detailed Benefits and Perks
• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Compensation and Benefits

Salary Range: (55,000.00 to )105,000.00 annually bonus benefits. The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Why you should apply for this position today

Joining American Express means being part of a diverse global community that prioritizes personal and professional development while striving for excellence in customer service. This role offers an exciting opportunity to work on complex issues in a supportive environment, contributing to meaningful outcomes for both the company and its customers.

Skills
• Strong analytical skills
• Excellent relationship management and interpersonal skills
• Ability to research and resolve complex issues
• Proficient in using American Express applications and tools
• Strong presentation skills, particularly with PowerPoint
• Ability to embrace customer advocacy and brand advocacy
• Capacity to foster a customer-first culture and growth mindset

Responsibilities
• Prompt and accurate response to Executive level escalations
• Effectively research and resolve complex Card Member issues by leveraging relationships across multiple areas of the business
• Manage multiple relations across various executive offices
• Research consumer concerns through American Express applications and tools
• Identify and resolve systematic and procedural breakdowns within the customer journey
• Package findings through executive case studies and visually via presentations
• Present customer friction points to executives and services partners
• Adhere to compliance and regulatory requirements while identifying business opportunities
• Build a strong network across regions to enhance service delivery
• Demonstrate customer and brand advocacy

Qualifications
• Strong experience in customer relations and executive escalations
• Proven track record in compliance and regulatory requirements
• Strong networking and relationship management abilities
• Excellent communication skills
• Ability to evaluate risks and generate creative solutions

Education Requirements
• Bachelor’s degree preferred

Education Requirements Credential Category
• Degree in a relevant field such as Business Administration or related disciplines

Experience Requirements
• Experience in customer service or executive relations
• Proven experience in analyzing customer inquiries and resolving issues
• Familiarity with regulatory requirements and compliance standards

Why work in Phoenix, AZ

Phoenix offers a thriving job market and a vibrant cultural scene, with numerous opportunities for entertainment, outdoor activities, and community engagement. The city’s warm climate and beautiful landscapes make it an ideal place for both personal and professional growth

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