Director, Change Enablement & Adoption

American Express•New York, NY

56d•Hybrid

About The Position

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. As part of Team Amex, you'll experience this 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. American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment. The Global Commercial Services Marketing team (GCSM) is responsible for making business membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It is also offers a range of small business banking and B2B solutions. The Director of Change Enablement and Adoption will lead GCS Marketing's change journey as we transition to the future-state marketing execution model, powered by Project Flywheel. This leader will design and execute strategies that enable GCS marketers to adopt new processes, tools, and capabilities with confidence, ensuring the organization is fully prepared to deliver best-in-class marketing execution in partnership with the broader enterprise. Project Flywheel is the enterprise-wide initiative reimagining how American Express plans, builds, and delivers marketing, uniting technology, operations, and people to create a more agile and efficient ecosystem. As GCS Marketing embraces this transformation, this role will be critical in guiding teams through the change, building engagement, and embedding new ways of working.

Requirements

Proven experience leading organizational change within complex, matrixed environments.
Known as a connector and storyteller, able to communicate vision, simplify complexity, and influence across all levels.
Strong leadership presence with the ability to inspire confidence, collaboration, and accountability across functions.
Consistently demonstrates a disciplined approach to measurement and improvement.
Comfortable operating in dynamic, evolving contexts and skilled at turning ambiguity into clear action plans.
Bachelors Degree Required, experience with enterprise-level change management programs strongly preferred.
Bold, proactive leadership: You take ownership, anticipate challenges, and drive results
Systems & strategic thinker: You see the big picture, yet understand how data, platforms, and execution connect
Innovative problem solver: You thrive in complexity, challenge the status quo, and build solutions that scale
Agile & adaptable: You navigate change effortlessly, leading teams through ambiguity with clarity and confidence
Exceptional communicator & influencer: You bring stakeholders together, translating technical complexity into clear, actionable plans
Inspiring collaborator: You empower teams, fostering a culture of curiosity, ownership, and impact

Nice To Haves

Experience leading dynamic and high performing teams
Adobe experience platform or Salesforce Marketing Cloud platform experience

Responsibilities

Lead GCS through the Flywheel journey: Build and implement the strategy for change management, adoption, and sustained engagement across GCS Marketing.
Champion readiness and enablement: Identify potential adoption risks and create structured programs, training, and communications that make change accessible and actionable.
Foster communication and alignment: Act as the conduit between GCS Marketing, Strategic Capabilities, and peer functions (including U.S. Consumer Marketing) to maintain transparency and mutual learning throughout the rollout.
Activate learning at scale: Partner with Product and Marketing Operations to design and deliver engaging training and enablement programs that embed capability and consistency.
Measure, learn, and evolve: Track adoption, readiness, and satisfaction metrics to gauge progress, capture feedback, and continuously refine the change strategy.
Lead a team of 5 direct reports.

Benefits

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