The Global Servicing Decision Science (GSDS) team is the Decision Science engine for Global Servicing, bringing together advanced analytics, data science, AI/GenAI, and decisioning to transform servicing experiences, empower colleagues, and enable intelligent operations. GSDS serves as a centralized Decision Science Center of Excellence, partnering across Product/Capabilities, Control Management, Strategy, Operations, Technology, and enterprise analytics and data science teams.
GSDS builds and scales servicing intelligence across Global Servicing—from predictive and proactive servicing, personalization, next-best-action and journey orchestration to conversational AI, agent assist, AI-powered coaching, conduct and quality monitoring, and complaint and dispute intelligence. Our mandate is to build durable, production-ready capabilities that continuously improve decisions through prediction, recommendation, optimization, experimentation, and learning.
How will you make an impact in this role?
As an Analyst,



you will contribute to the development and implementation of Decision Science solutions that help power the next generation of servicing intelligence at American Express. You will use data, machine learning, experimentation, and emerging AI/GenAI techniques to solve customer, colleague, and operational problems while building your ability to translate analytical work into measurable business impact.
This role is ideal for someone with robust quantitative and coding foundations who is excited to work hands-on with modern AI—including Agentic AI, transformer-based recommendation approaches, and Conversational AI—and to develop their technical depth through practical Decision Science applications.

Responsibilities
Decision Science & Modeling
• Contribute to analytical solutions, predictive models, recommendation and decisioning approaches that improve servicing experiences, personalization, colleague effectiveness, and operational outcomes.
• Explore and analyze custo

📌 Analyst-Data Science (Gurugram)
🏢 American Express
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