Senior Manager – Application & Personalization Strategy

American Express•New York, NY

1d•$103,750 - $174,750

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. The U.S. Consumer Services Team is responsible for our 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, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day. The U.S. Consumer Marketing team (USCM) is part of the US Consumer Services Group and is responsible for making 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. Within USCM, the Marketing, Membership & Investment Optimization (MMIO) team delivers data-driven decision making, analytics & business planning to drive profitable growth through personalization strategy and optimized investment decisions. The Senior Manager – Application & Personalization Strategy is responsible for developing the next gen digital application and personalization journeys, accelerate profitable growth, and deliver a best-in-class customer experience. In partnership with collaborators across the Blue Box, the Senior Manager will develop new application experience features and subsequently enable personalization use cases and customer experience improvements across channels to deliver optimal value to customers.

Requirements

Strategic and creative problem solver with ability to develop innovative, actionable strategies, challenge the status quo, and drive transformation
Proven ability to define business objectives and translate them into clear, actionable requirements
Demonstrated success operating in complex, highly matrixed organizations, with the ability to influence stakeholders and drive initiatives forward.
Strong ability to connect strategy to execution, ensuring ideas are operationalized effectively across teams
Comfortable working in ‘white space’ and a dynamic, fast changing environment
Excellent oral and written communication skills with proven track record to translate critical thinking into effective presentations and address diverse audiences
Customer-focused with proven desire to understand and address customer needs
Outstanding collaborator with ability to effectively influence, negotiate, and lead a large cross-functional group of partners

Responsibilities

Lead the re-design of Amex’s next generation digital application and personalization experiences in partnership with key stakeholders
Define clear business objectives, customer experience vision, success metrics, and prioritization for personalization initiatives aligned to acquisition and growth goals
Translate strategy into actionable business requirements and use cases, partnering with Product and Technology teams to deliver scalable personalization capabilities
Drive a robust test-and-learn agenda, partnering closely with Analytics to align on measurement approaches, interpret results, and translate insights into action
Own end-to-end execution of key initiatives, navigating a complex, matrixed organization to align stakeholders, remove roadblocks, and deliver results
Partner across marketing channels to attract and convert high-quality prospects through targeted, personalized experiences
Influence and align senior stakeholders across business units, geographies, and functions to drive decision-making and advance priorities
Stay current on regulatory expectations, privacy considerations, and competitive trends to inform strategy and execution
Lead and develop a high-performing direct report

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