Senior Analyst - Cash Back Card Product Management
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. 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. Senior Analyst – US Consumer, Cash Back Rewards Program Management The U.S. Consumer Card 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, 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. This role is a part of the U.S. Consumer Proprietary Products, Rewards & Benefits (PPRB) organization, on the high performing Cash Back Product Management Team. The ‘Reward Dollars’ program is the loyalty program for our cash back card portfolios, including Blue Cash Everyday, Blue Cash Preferred and other small business and legacy cards. This Senior Analyst will play a critical role in Reward Dollars program management. They will monitor key metrics, develop customer and marketplace insights to guide decisions and manage run the business forums & responsibilities. This individual will be required to work cross-functionally across the core team and with key internal partners, including Business Development and Loyalty Partnerships, Servicing, Finance, Analytics, Operational Excellence, Legal, and Compliance. With expansion of the program on the roadmap, it is an exciting time to join and contribute to this critical program.
Requirements
- Background in program or product management preferred
- Positive and proactive “roll-up your sleeves” mindset required
- Partnership: fantastic partner who is dependable and easy to work with
- Great communicator: ability to communicate a strategy clearly both orally and in written form
- Solution oriented: always comes to the table with options on how to solve a problem
- Independent: proactive self-starter with the ability to work independently
- Customer First: ability to put yourself in the shoes of the customer and develop a communication strategy based on what is best for them
- Attention to detail: exceptional attention to detail and ability to manage large amounts of data
- Flexible: ability to change directions as needed
- Curious: enthusiasm for identifying and exploring AI driven opportunities to enhance the programs processes
Responsibilities
- Support expansion roadmap initiatives and strategic growth priorities for the Reward Dollars Program
- Develop deep insight into customer behavior, segmentation, and competitive landscape to inform strategic decision-making
- Partner cross functionally (legal, compliance, servicing, etc.) to understand risks, dependencies and opportunities for the Reward Dollar Program
- Lead policy documentation and maintain Program Terms and Conditions/PSP to ensure operational accuracy
- Partner with UX teams to drive digital experience strategy, address customer pain points and ensure accessibility standards (ADA) are met
- Ensure operational excellence, resolving breakdowns (ORE/CAP Management), complaints, and Key Risk Indicators (KRIs) review, driving root-cause analysis and remediation
- Champion a customer-first mindset by resolving escalations and improving end-to-end customer experiences
Benefits
- Competitive base salaries
- Bonus incentives
- 6%25 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
