Job Details

Description

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 Consumer Banking Organization’s mission is to become essential to Members lives by providing Everyday Banking products with unparalleled value, service, and convenience while also serving as a key source of funding for the Company.

The Senior Manager will be essential to driving the continued growth of our Consumer Banking products by supporting the development of best-in-class customer experiences and product features. This person will work with the Consumer Banking Product Management team, as well as broader Enterprise partners, to support the end-to-end planning and enablement of product enhancements, strategic priorities, and customer experience evolution. Additionally, they will drive all customer research & insights touchpoints to inform both the evolution of our experiences as well as broader feature roadmaps and messaging strategy.

Key responsibilities include:

• Manage both near-in and long-term calendar of strategic priorities across workstreams on behalf of the Consumer Banking Product Management team, ensuring optimal rollout of both customer-facing and back-end initiatives

• Coordinate with broader Enterprise partners inclusive of Customer Marketing, EDDS, and Product Development to determine potential bottlenecks and sequencing opportunities

• Directly manage and evolve Consumer Banking-owned online assets, inclusive of product Security Curriculum, FAQs, and other adjacent experiences

• Own and manage customer insights learning agenda, inclusive of in-house customer research panel, ad hoc research engagements, Enterprise panels, and quarterly NPS reports to inform evolution of product roadmaps, customer experiences, and customer communications

• Partner with internal Consumer Banking Product Management and Analytics teams to identify research priorities based on product evolution and industry trends

• Oversee complaint monitoring program, inclusive of timely review and actioning of complaints and support on Enterprise-wide and regulatory reporting

• Manage one direct report

Minimum Qualifications:

• 5 years of professional experience in product management, operations, or consulting/strategy

• Strategic thinker with the ability to proactively identify areas of opportunity and drive results

• Exceptional interpersonal, leadership and influencing skills with the ability to work collaboratively with partners across different functions and levels

• Strong project management skills with exceptional attention not detail, with the ability to manage multiple projects and priorities across complex, cross-functional teams

• Strong oral and written communication skills

• Ability to stay calm under pressure and flexible amidst change

• Intellectual curiosity around the Banking space and external trends

• Positive “roll-up your sleeves” attitude and ability to work with a ‘start-up’ mentality, including the flexibility to adapt as the organization grows and evolves

• Passion for the customer and end user experiences

Qualifications

Salary Range: $90,000.00 to $165,000.00 annually bonus benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

Job: Management

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 25011918