Senior Manager, Application Experience Transformation

American Express•Sunrise, FL

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. 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. American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment. The Global Commercial Services Marketing team (GCSM) is responsible for making business 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. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It is also offers a range of small business banking and B2B solutions. The Senior Manager, Application Experience Transformation will lead the forward-looking vision to unify and simplify prospect and customer-facing application experiences across all segments. This role will define and articulate the end-to-end decision journey, from acquisition through enrollment and ongoing enablement, ensuring alignment between marketing, application design, technology architecture, governance, and long term enterprise strategy. The individual will serve as both strategic architect and transformation leader, driving cross functional alignment, AI integration, and execution roadmaps that modernize how we acquire, enroll, and serve customers at scale.

Requirements

Strategic Thinker: Strong ability to translate complex business needs into clear, actionable strategies that optimize the acquisition and application funnel. You can connect marketing, experience design, underwriting or decisioning, and technology into a cohesive future state model.
Challenger of the Status Quo: Comfortable building something new where no established playbook exists. Willing to question legacy assumptions, propose bold alternatives, and lead the organization through change.
Strong Leadership & Communication: Proven ability to lead cross functional teams through transformation with clarity and confidence. Skilled at stakeholder engagement across business, product, technology, marketing, legal, and risk partners. Exceptional storytelling skills that translate complex transformation into clear executive narratives.
Data Driven Decision Maker: Uses quantitative and qualitative insights to drive process optimization and continuous improvement. Comfortable defining KPIs, interpreting performance data, and adjusting strategy based on measurable results.
Technically Conversant: Able to engage product and engineering partners in discussions around APIs, data flows, AI capabilities, and platform architecture without needing to be the primary builder.
Governance & Compliance Knowledge: Experience operating within governance frameworks and regulated environments, ensuring compliance and risk management while maintaining agility and innovation. Ability to design processes that scale responsibly.
Bachelor’s degree in Business, Marketing, Strategy, or a related field
5+ years of experience in strategy, product management, transformation, or application experience leadership
Excellent written and verbal communication skills, particularly in executive summaries, strategic narratives, and stakeholder updates
Demonstrated experience leading cross functional initiatives with measurable business impact
Strong understanding of marketing funnel dynamics, digital acquisition, and customer lifecycle management

Nice To Haves

Familiarity with the GCS applications landscape and customer acquisition processes
Experience leading AI enabled initiatives or intelligent automation within customer facing journeys
Background in governance, risk, and compliance frameworks within regulated environments
Experience unifying complex technology ecosystems and modernizing application or enrollment platforms
Familiarity with Agile methodologies and comfortable working closely with product and technology teams
Advanced degree such as MBA or Master’s in a related field

Responsibilities

Set the Commercial Vision: Define and champion a unified, simplified prospect and customer application journey across all segments, aligning marketing, decisioning, enrollment, and long-term enablement into a cohesive future state.
Simplify and Modernize the Ecosystem: Drive consolidation of fragmented application experiences and technology stacks to create consistency, reduce friction, and enable scalable growth.
Lead AI Enabled Innovation: Integrate intelligent automation and AI driven capabilities, including data pre fill and decision support, through responsible third-party partnerships that enhance speed, accuracy, and customer experience.
Orchestrate Cross Functional Transformation: Program manage the roadmap from strategy to execution, aligning business, product, technology, risk, and marketing partners while clearly articulating progress and impact to executive stakeholders.
Deliver Measurable Funnel Improvement: Use data to optimize conversion, reduce drop off, improve customer satisfaction, and establish clear performance metrics that demonstrate business value.

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