Senior Associate-Digital Product Management, Travel Inspiration and Planning

American Express•New York, NY

7d•Hybrid

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. American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services. The Global Digital Customer Experience organization is a strategic focus area for growth within Travel and Lifestyle Services and there is significant continuing investment to transform and optimize our digital proposition and capabilities. American Express Travel Online is a key proposition of our Card product sets. It serves as an accompaniment to the offline travel service for our premium products and is the primary travel portal for most other Card products in the international markets. American Express Travel Online not only drives direct revenue and cost savings but also plays an important role in overall Card product engagement, loyalty and satisfaction. Role Purpose: The Digital Product Analyst, Digital Customer Experience, will be responsible for supporting Digital Product Managers with the day to day running of a specified product portfolio, identifying opportunities to grow sales and cardholder engagement/satisfaction by improving, enhancing and differentiating the digital experience, and defining and delivering a portfolio of new and optimized travel product initiatives for the ongoing development of Amex Travel Online globally. This opportunity will initially focus on “Travel Inspiration and Planning”, including but not limited to the ownership of the travel wish list for web, the online travel profile and how we inspire our Card Members to book through Amex Travel Online. The portfolio may change in the future to meet changing business needs.

Requirements

Passion for digital with strong preference for the travel space
Naturally adapts a customer-first mindset with a passion for the customer experience
Ability to manage and prioritize multiple activities, workloads, and objectives
Must be able to develop and maintain collaborative relationship with various business units and technology partners
Experience of effectively coordinating activity across geographically/culturally diverse teams, both inhouse and with third party development/agency partners
Highly organized and ability to perform well in high pressure situations
Strong communication skills and experience storytelling with the ability to communicate complex, technical issues and topics, both written and verbal, to multiple audiences including leadership and key partner executives
Product development, project management and personal time management skills, ensuring that work is produced to agreed deadlines and high standard in a B2C environment or Direct Channels environment
Experience in Agile delivery methodology desirable
Flexible “can do” attitude and desire to work in a fast-paced and dynamic team environment on several initiatives simultaneously
Works well as part of a team but has the ability to manage and prioritize own work and be autonomous.
Strong analytical skills able to draw conclusions from data, management information and trends alongside analysis of business processes and stakeholder requirements
Working knowledge of travel reservations systems desirable
Strong technical aptitude

Nice To Haves

Experience with Amex processes desirable

Responsibilities

Support the implementation and on-going optimization of the digital travel platforms and capabilities into new and existing markets and partnerships from envisioning through implementation
Act as Product Owner, providing scrum teams with user centered agile specifications (user stories) and acceptance criteria, maintaining the product backlog and facilitating the requirements, elaboration of epics, features and user stories within, participating in daily stand ups, PI/sprint planning & review meetings, retrospectives and end of sprint show and tells.
In partnership with tech teams and / or external vendors, lead the project through our team’s agile development process, support the User Acceptance testing, tagging validation and overall project delivery
Identify, recommend and drive through insight driven, short-term initiatives that enhance the performance of the department KPIs/OKRs alongside longer term projects.
Track progress against key milestones and take corrective action where necessary.
Manage specific local market configuration’s where necessary.
Partner with design agency to craft and deliver creative assets.
Act on information/recommendations provided from regular customer insight and operational bug/issue reports.
Support management of third-party relationships, including TLM activities, contract maintenance and capability/technical integrations.

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