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. 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. U.S. Consumer Services is responsible for American Express’ 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. The team’s strategy is to build a strong premium Card business differentiated by Membership, which is brought to life by connecting our Card Members to what they love. The Lending, Analytics, and Beyond the Card Products Team within U.S. Consumer Services manages a suite of lending & non-card products including Pay Over Time, Personal Loans, Plan It, Line, MyCredit Guide, and insurance. This team also manages pricing strategies & capabilities and data & analytics for the US Consumer business. How will you make an impact in this role? This position will be responsible for implementing servicing strategies and addressing servicing issues, which in turn will support an ambitious growth plan for the US Personal Loans product. This position sits within the US Personal Loans product management team, which serves as the general management function for the product, including ownership of the product roadmap and P&L.
Requirements
- Passion for the customer and servicing with a strong interest in product management
- Experience in product management / servicing / customer experience or related fields
- Highly organized with great attention to detail and the ability to manage and prioritize multiple workstreams simultaneously with high personal accountability.
- Ability to analyze data thoroughly, identify trends, and evaluate results effectively to make decisions and drive long-term solutions.
- Self-starter with a positive “roll-up your sleeves” attitude, a proactive mentality, and solution-oriented mindset
- Strong internal partner management skills, with proven ability to foster relationships and build influence through excellent verbal and written communication skills
Responsibilities
- Develop deep understanding of Personal Loans product functionality in order to implement the servicing strategy and address servicing issues for existing product-construct and future enhancements
- Oversee the execution and enhancement of customer servicing touch points across digital and phone channels including but not limited to CCP (customer care professional) training, screens & scripts, and FAQ pages
- Identify and socialize Card Member and CCP needs to influence product enhancements by gathering feedback on features, reviewing customer calls/chats and managing escalations
- Drive Personal Loans adoption through phone channels by evaluating funnel performance and identifying areas for improvement
- Collaborate with Servicing, Operations, Technology, Legal and Compliance partners (among others) to review and resolve customer pain points and escalations in a timely manner
- Lead discussions with Legal and Compliance partners to ensure complaint resolution procedures, servicing processes, and overall customer experiences remain best-in-class
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
