The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.
The objective of the US Consumer Services Control Management Issues, Events & Remediation team is to ensure timely identification, response, and resolution of risk events and issues to minimize impact, as well as to prevent recurrence through effective remediation and lesson learning.
US Consumer Services is looking for a Analyst of Issues, Events & Remediation focused on ensuring control management is embedded in the day-to-day operations of our organization. It will involve extensive collaboration with multiple partners across numerous business units, functional areas, and geographies.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

• Collaborate on investigation and conduct root cause analysis to address repeated issue types
• Perform quality assurance on documentation of certain issue/ORE type, urgency, severity/impact (e.g., impact analysis)
• Support portions of the remediation process, these may include:
  • tracking progress
  • validating resolution efficacy and
  • communicating status updates to stakeholders
• Perform quality assurance on documentation and maintenance of records of specific issues/OREs and remediations to ensure transparency and accountability in the issue management process
• Identify trends in issues and events to identify potential systemic risks or control weaknesses within BU processes
• Support portions of the End-to-End (E2E) BU issue resolution process
• Perform sample testing of specific issues to ensure resolution is complete and effective
• Analyze data to assist in preparation of detailed reports on issue status, trends, and outcomes
• Support sharing insights, better practices, themes, etc. across the enterprise
• Creating reports and tableau dashboards for leadership, stakeholders and wider control management team
• Preparation of data for committee escalations, preparation of data for internal CM and Business meetings
• Design of Tableau dashboard for the wider control management team

• 2+ Years experience in operational risk management (e.g., within Risk and/or Internal Audit function) Understanding of critical operational risk management lifecycle activities

  
  
• project management, communication, and interpersonal skills
• Experience in process governance, with an understanding of processes that align with policies, regulatory frameworks, and/or operational standards

• Sound analytical and problem-solving skills, with an ability to analyze data, identify trends, and evaluate risk scenarios effectively

  
  

  
  Preferred Qualifications: 
  Bachelor's Degree in Finance, Business, Risk Mgmt., or related field; advanced degrees (e.g., MBA, MSc) or certifications are advantageous

  
  

  Experience in at least one of the following:

  
  
  • Scoping, prioritizing, and support remediation of operational issues
  • Experience investigating and conducting root cause analysis to address repeated operational risk issue types
  • Facilitating quality assurance on documentation of operational risk issues and events
  • Recommendation of remediation process for operational risk issues and events
  • Performing Quality Assurance of documentation and maintaining records of operational risk issues and events to ensure transparency and accountability
  • Supporting the BU E2E issue resolution process.