Senior Analyst, Customer Growth Innovation & Strategic Projects
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. Job Description The U.S. Consumer Services 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, U.S. Consumer Banking, 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. The U.S. Consumer Marketing team (USCM) is part of the US Consumer Services Group and is responsible for making 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. The Senior Analyst of Innovation & Strategic Projects will serve as the innovation lead for the Value Generation phone channel, focused on identifying, piloting, and scaling strategies that enhance marketing performance through our servicing channels. This role requires strong cross-functional collaboration, operational rigor, and an innovative mindset. This individual will help define how we innovate within the phone channel: developing new processes, identifying opportunities, and ensuring we are positioned to meet the evolving expectations of our Card Members. In addition to channel innovation, this role may also support strategic projects that drive forward-looking initiatives across the broader Value Generation agenda, enabling agility and alignment with enterprise priorities.
Requirements
- We are looking for someone who has a structured way of thinking, demonstrates curiosity and a passion for learning, and proactivity.
- The role is fast-paced and will require someone who can quickly understand and break down complex problems, as well as identify opportunities that tie back to broader enterprise goals.
- Proven track record of clear, candid and frequent communication to stay close to partners during every stage of all workstreams.
- The successful candidate will be expected to actively contribute to ideation meetings, develop a strong, strategic understanding of the channel, portfolios and card benefits.
- Ability to measure and monitor success using traditional performance marketing funnel metrics, operations efficiency KPIs and overall business impact.
Nice To Haves
- Experience managing cross-functional strategic initiatives or pilots that translate business strategy into actionable outcomes is preferred.
Responsibilities
- Identify ways to deepen the relationship with Card Members in a meaningful way within the US Consumer inbound telemarketing channel
- Support planning and project delivery working with key stakeholders to focus on Membership Value strategy and corresponding Test & Learn roadmap
- Management and ownership of end-to-end campaign set-up and execution of Test & Learn initiatives
- Create effective, customer-friendly language for marketing campaigns to drive impactful Card Member experiences
- Collaborate with cross-functional partners across the organization to drive project outcomes and deliver on goals
- Manage and monitor the marketing triggers portfolio supporting offer arbitration
- Analyze the performance of treatments, and make insightful recommendations to fuel innovation and growth
- Communicate learnings to the broader customer growth organization via a quarterly email to create synergies across the marketing space
- Partner with ValGen Strategy team on high-impact strategic projects spanning process optimization, channel strategy evolution, or new capability development to advance the Value Generation team's long-term priorities.
- Serve as a flexible strategic resource, supporting emerging business needs or enterprise initiatives that require an innovation lens, structured problem-solving, or strategic execution support.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Credit Intermediation and Related Activities
Number of Employees
5,001-10,000 employees
