Senior Manager - Personalization Strategy & Standards
About The Position
The Senior Manager will join American Express’s Customer Personalization team within Enterprise Digital Experiences (EDX), which develops the Mobile App and Website. The position helps shape personalization strategy, articulate enterprise and membership value, define content standards, and advance experimentation across digital experiences. It translates strategy into execution by driving research, operationalizing best practices, coordinating cross-functional work, and delivering high-impact personalization initiatives. The role partners closely with business units, analytics, marketing, and product teams to support measurable outcomes through personalization, experimentation, and content strategy.
Requirements
- 6–9 years of experience in digital strategy, personalization, product, analytics, or consulting.
- Experience working on cross-functional initiatives in matrixed organizations.
- Strong analytical mindset with experience in experimentation and performance measurement.
- Ability to translate strategic direction into structured execution plans.
- Familiarity with content strategy and personalization across digital channels.
- Strong stakeholder management and communication skills.
- Ability to operate independently while collaborating closely with senior leaders.
Responsibilities
- Support the development and implementation of customer experience standards for personalization and digital content.
- Drive adoption of content standards across business units through ongoing engagement and enablement.
- Partner with Analytics to maintain and report on the personalization scorecard.
- Collaborate with domain teams, personalization teams, and internal platforms to embed best practices.
- Advise marketing teams on content strategy, including optimization of placements and experiences.
- Research personalization trends, innovations, and best practices; synthesize findings into actionable recommendations and contribute to roadmap development.
- Help develop thought leadership and drive alignment across partner teams.
- Manage execution of high-priority personalization initiatives across multiple lines of business.
- Coordinate stakeholders to ensure alignment, timelines, and delivery of key programs.
- Help execute complex cross-functional initiatives, such as personalization programs and monetization efforts.
- Prepare materials and support governance forums, including steering committees and working groups.
- Track progress, risks, and dependencies to maintain initiative momentum.
- Support execution of the Personalization Test & Learn agenda.
- Partner with Analytics to monitor performance of placements, treatments, and strategies; translate findings into optimization recommendations.
- Work with teams to design, launch, and iterate on experiments.
- Ensure measurement frameworks and scorecards are consistently applied and understood.
Benefits
- Competitive base salaries
- Bonus incentives
- 6% 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 of paid parental leave for all parents, offered for pregnancy, adoption, or surrogacy
- Free access to global onsite wellness centers staffed with nurses and doctors, depending on location
- Free and confidential counseling support through the Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
