Senior Analyst-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. U.S. Consumer Services (USCS) is responsible for growing our consumer business in the U.S., strengthening our leadership position in the premium space, and delivering exceptional, differentiated customer experiences. The Proprietary Products, Rewards, and Benefits (PPRB) organization is part of U.S. Consumer Services and is responsible for making membership essential through the sourcing and delivery of relevant, differentiated and world-class card products & benefits that drive demand and inspire card members to deepen loyalty. The American Express Green Card, our first-ever card, is an iconic part of our proprietary rewards portfolio, and contributes to USCS’s key business outcomes. The Green Product Management team owns the product strategy and operations, value proposition, marketing strategy, UX strategy, and P&L for the Card. This Senior Analyst will support core components of Green’s strategy and operations, including Servicing strategy and operations, as well as key elements related to Green’s operations and long-term strategy. Potential examples could include setting the strategic blueprint for our Servicing partners by creating and owning Green’s Servicing strategy, supporting the development of the long-term product vision and identity, and leading execution across internal and external stakeholders. This teammate will ensure this same clear product narrative and standard for excellence comes through to our Green Card Members as they use our benefits, membership assets, and customer service offerings. This is a great opportunity to build a diverse set of skills ranging from branding to Servicing strategy to partnership management. This individual will work with cross-functional partners including Servicing, Business Development & Partnerships, Global Advertising and Brand Management (GABM), Amex Offers, Control Management, General Compliance Office (GCO), and Compliance (LOBCO). This role reports to the Manager of Green Product Management.
Requirements
- 1-3 years related experience preferred
- Bachelor’s degree required
- Energetic self-starter with “can do” positive attitude, innate curiosity, and a knack for asking the right questions, with a strong sense of ownership on deliverables
- Team player with a passion to create the best customer experience for our Card Members
- Strong project management skills, attention to detail, and ability to manage multiple projects and priorities
- Strong verbal and written communications skills
- Ability to proactively identify areas of opportunity and drive results
- Ability to seamlessly juggle multiple projects and priorities
- Comfort interacting with all levels of the organization
- Sound judgment and interpretation of regulatory and compliance landscape
Nice To Haves
- Thorough understanding of the premium card marketplace
- Familiarity with key acquisition and loyalty marketing strategies and tactics
Responsibilities
- Own and evolve the servicing strategy for product benefit communications, driving alignment across cross-functional stakeholders to deliver clear, consistent, and impactful Card Member experiences
- Collaborate with frontline colleagues (i.e. Customer Care Professionals who interact with Card Members by phone and chat) to understand pain points and build and execute enhanced servicing strategies accordingly
- Support development and execution of the long-term product positioning and strategy in partnership with Finance, Business Development, and Global Advertising and Brand Management, with potential for collaboration with Marketing and Corporate Affairs & Communication (CA&C)
- Support BAU product operations (e.g. servicing and risk mitigation, ownership of process controls, resolution of Card Member complaints)
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
