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Job Information

American Express Director - Product Marketing & Servicing Strategy in New York, New York

Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

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.

The Global Consumer Lending organization is focused on developing innovative products and evolving the portfolio in a way that transforms how American Express meets Cardmember borrowing needs in a constantly evolving landscape. Offering Cardmembers enhanced flexibility to pay charges over time is a critical component to this transformation and a tremendous driver of profitability for American Express.

This Director will play an integral role in this payment flexibility journey for the Global Consumer Lending business, helping to grow our share of lend & drive engagement through innovative changes in marketing, PR and servicing strategy.

Responsibilities Include:

  • Lead the team managing Pay Over Time product marketing, product positioning, PR and customer service strategies to deliver on product and enterprise goals

  • Re-assess the brand positioning and messaging hierarchy to bring more clarity to Pay Over Time feature rooted on Cardmember feedbacks and competitive landscape, collaborating closely with marketing and servicing partners

  • Drive lending awareness and profitable lending engagement on our Premium Products by understanding the customer lifecycle through customer research & data-driven insights and by implementing effective product marketing strategy

  • Continue to expand and innovate how we collect and leverage our Cardmembers’ feedbacks to inform customer servicing and overall product strategies

  • Develop new and improve existing servicing assets and ensure proper Customer Care Professional trainings to support larger product initiatives while bringing Cardmembers along

  • Partnership with key collaborators including Premium Products, Marketing, Servicing, Risk, GCO & Compliance

Experience Required:

  • Strong customer focused approach and understanding of customer behavior

  • Understanding of customer engagement, user experience, and lending economics

  • Influential and compelling leadership skills with the ability to engage, influence, and inspire partners to drive collaboration

  • Proactive leader with proven track record of doing things differently, challenging the status quo and deliver against multiple priorities in a fast-paced, dynamic environment

  • Proven ability to achieve results through others

Qualifications

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.

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.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

US Job Seekers/Employees - Click here to view the “EEO is the Law” poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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

Job: Product

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 22026898

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