Senior Analyst-Product Management

American Express•New York, NY

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. How will you make an impact in this role? 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 and Pricing team within U.S. Consumer Services manages a suite of lending products and services including Pay Over Time, Plan It, Personal Loans, Line, My Credit Guide as well as pricing strategies and capabilities. The team’s strategy is to strengthen membership by winning a greater share of the borrowing needs of our premium customers. The Senior Analyst will be responsible for defining and owning a best-in-class and compliant customer experience for Pay Over Time. The individual will be tasked to take the view of the customer, through both strategic initiatives and impeccable operational execution. This position offers the opportunity to own a critical and cross-functional workstream for a highly complex product, as well as to join a fun, talented team to drive tangible results.

Requirements

Minimum 2 years' experience in operations, customer experience, product management or related field

Nice To Haves

Passion for the customer and a strong interest in product management and/or product development
Detail oriented with strong focus on driving results in a timely self-directed manner
Proven operational experience to function autonomously with solution-oriented mindset
Self-starter who can thrive under pressure & roll-up-your sleeves attitude
Ability to build and leverage relationships across functions
Proven problem solver with superb verbal and written communication skills

Responsibilities

Inform product enhancements and offer recommendations based on managing customer escalations, reviewing Card Member calls/chats, and identifying common themes and pain points
Develop deep understanding of Pay Over Time product functionality to develop new servicing strategies in partnership with new feature and capacity launches
Act as Customer advocate and provide dedicated external perspective across all Pay Over Time workstreams
Identify opportunities to optimize overall Pay Over Time servicing strategy
Manage internal operational requirements including ORE/CAPs, KRIs, PRSA and SOPs
Own strategy and execution across customer touch points, both digital and phone. This includes but is not limited to Servicing channels (Customer care professional training, scripts, and alerts)

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