American Express

Project Analyst I

Posted On

May 1, 2025

Location

Gurugram, Haryana

Experience Level

Freshers/Experienced

Job Type

Permanent

Apply By

June 1, 2025

Job 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.

Do you have a passion for transforming data into strategies that power world-class service delivery? We’re looking for a Capacity Planning Analyst to join our global Centre of Excellence, supporting both front and back-office operations across a diverse range of global markets in our Customer Experience and Disputes Network.

About the Role:

As part of our Capacity Planning team, you’ll be responsible for designing and managing comprehensive workforce plans that support customer-facing and operational teams. This role is vital in ensuring we meet service expectations and operational goals across a wide range of international markets. You’ll work closely with business leaders and planning teams to create data-driven strategies that enable the delivery of exceptional customer service—efficiently and at scale.

What You’ll Do:

Develop and maintain short- and long-term capacity plans covering both front office (customer support) and back office (disputes, processing, etc.) functions.
Analyze data to forecast demand and staffing needs, identifying key trends and risks across global markets.
Partner with stakeholders across the business to align planning strategies with operational objectives and budget targets.
Deliver clear and actionable insights to senior leaders to support decision-making.
Build and manage workforce models across multiple sites, channels, and time zones.
Act as a strategic connector between operational teams, market leads, and the broader global planning function.
Drive standardization and best practices across regions and functions.

What We’re Looking For:

Proven experience in capacity planning for both front and back-office operations, ideally in large, multi-site environments.
Strong analytical skills and the ability to translate complex data into impactful strategies.
Excellent communication skills—comfortable engaging with stakeholders at all levels.
Expertise in Microsoft Excel and familiarity with workforce planning tools (e.g., Aspect WFM, Genesys).
Project management skills and the ability to manage multiple priorities with precision.
A proactive, flexible team player with a passion for operational excellence and customer outcomes.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
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

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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