Senior Manager-US Consumer, Proprietary Product Digital Customer Experience

American Express • New York, NY

1d

About The Position

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, 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 Premium Products, Rewards & Benefits (PPRB) organization is part of US Consumer Services and is responsible for making membership essential through the sourcing and delivery of relevant, differentiated and world-class products and benefits that drive demand and inspire card members to deepen loyalty. ABOUT THE ROLE The US Consumer Premium Product Management & Proprietary Customer Experiences team owns the product strategy, value proposition and P&L for premium products and the end to end management of proprietary customer experiences. The Sr. Manager, Proprietary Digital Customer Experiences, will play a key role in reimagining and delivering how our proprietary customer experiences come to life. The individual will be responsible for designing and delivering on new Amex Mobile App and Amex Web experiences in partnership with Enterprise Digital and Technology teams. This team member will partner with cross-functional teams to ensure we deliver compelling digital product experiences for our Membership Rewards and Cashback products. This individual will work cross-functionally with key internal partners including Card Product, Enterprise Digital, Technology, Travel & Lifestyle Services, Resy and Global Dining, Consumer Banking, New Product Development, Control Management, Global Services Group, GCO, Compliance, and more. This role reports directly to the Director, US Consumer Proprietary Customer Experiences.

Requirements

• Strong digital product development skills and understanding of mobile and web experiences; product management experience a plus
• Solutions-oriented, strategic and creative thinker with attention to detail
• Demonstrated strength in building relationships & collaborating cross-functionally with technology & business teams to drive results
• Ability to stay calm under pressure and flexible amidst change
• Strong verbal and written communications skills and comfort interaction with all levels of the organization
• Exceptional project management skills and ability to proactively and independently identify opportunities for improvement and drive results
• Team player & leader with a passion to create the best customer experience for our Card Members
• Passion for innovation and evolution of mobile/web products, AI, and consumer trends

Responsibilities

• Lead the design and execution of net-new digital experiences and enhancements, across both Amex Mobile App and Web, for proprietary card products
• Collaborate with partners across Card Product, Enterprise Digital, Technology and other enterprise stakeholders to ensure connectivity and seamless delivery of initiatives
• Serve as the Digital Product voice on delivering best-in-class customer experiences
• Design and deliver reporting for the enterprise to track Digital Customer Experience results
• Contribute to evolution of operating model, frameworks for Proprietary digital customer experiences and identify opportunities for enhancement through adoption of new technologies
• Lead one direct report and contribute to high-performing team culture

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees