If you’re someone who enjoys working with data, asking “why does this happen?”, and building smarter ways to solve problems — this role is for you.
You will be part of the Second Line of Defense (2LOD) - Complaints Analytics team within Global Risk & Compliance Business Unit at American Express — a team whose work is directly used by Senior Leadership, the Board, and even external regulators.
You will work on real data, real problems, and impact real business decisions.
What You’ll Gain
Hands-on experience working with real enterprise data
Exposure to risk, compliance, and regulatory analytics
Opportunity to work on NLP / GenAI / automation use cases
Experience presenting insights that influence senior leadership discussions
A strong foundation to build a career in analytics, risk, or data science
Responsibilities
What You’ll Work On
1. Monthly “Spotlight” Analysis (High Visibility Work)
Every month, you will help build a deep-dive analytical spotlight on key complaint trends.
Analyze complaint data along with related datasets like:
Cards in Force (CIF)
Call & chat volumes
Product-level data
Identify patterns, anomalies, and emerging risks
Translate findings into clear, structured insights
Contribute to presentations shared with Senior Leadership
These spotlights are meant to drive conversations and actions, not just reporting.
2. Learn How Data is Governed (Quality Controls & Risk Frameworks)
Support quality checks on recurring reporting to ensure data accuracy and consistency
Learn how data quality controls are applied in real-world reporting environments
Assist in validating data, reconciling outputs, and identifying inconsistencies
Understand how reporting is made audit-ready and aligned with regulatory expectations
This is a great opportunity to see how data is used in a control-focused and compliance-driven environment, which is critical in financial services.
3. Build Smarter Ways to Detect Risk (UDAAP Project)
One of the core projects you’ll work on is:
How do we identify potential UDAAP (Unfair, Deceptive, or Abusive Acts or Practices) risks from customer complaints?
Today, this is mostly keyword-based.
You’ll help explore better approaches such as:
Working with unstructured text (customer complaints, resolution notes)
Testing text analytics / NLP-based approaches
Using tools like Python, SQL, Enterprise ChatGPT, AIDA, or other methods
Experimenting and learning — there is no predefined solution
This is a build-from-scratch problem, and your work can directly influence how risk is identified.
4. Learn, Build, Automate
Support development of data pipelines and reporting logic
Learn how data is validated and used in a control-focused environment
Help improve existing processes through automation where possible
Get exposure to how analytics works in a regulated industry
5. Work With Different Teams
You’ll collaborate with teams across:
Compliance
Risk
Business Units
…and learn how data and analytics connect across the organization.
Qualifications
Basic Requirements
Advance MS Excel and MS PowerPoint Skills
Python or SQL
Preferred some with knowledge of working with unstructured text data or applying text-based analytics/NLP techniques
Tableau or Power BI preferred
High attention to detail and strong ownership mindset
Strong written and verbal communication skills.
Who Should Apply
This role is ideal for someone who:
Is curious and enjoys solving open-ended problems
Is comfortable learning new tools and experimenting
Can take initiative instead of waiting for detailed instructions
Wants to build real-world skills beyond classroom learning
You don’t need prior experience in complaints or UDAAP — we’ll help you get up to speed.