At a Glance
- Tasks: Lead the transformation of workforce management to enhance customer service efficiency.
- Company: Join a global leader in consumer travel and concierge experiences.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Other info: Opportunity to work in a collaborative, tech-driven culture.
- Why this job: Make a real impact by modernising workforce management with innovative solutions.
- Qualifications: Experience with Verint platform and strong leadership skills required.
The predicted salary is between 63000 - 77000 £ per year.
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
The Director of Workforce Management will lead the modernization of the Verint Workforce Management platform, transforming how workforce management enables efficient, customer-centric day-to-day servicing. As the Product Owner, this leader will define the strategic vision, roadmap, and execution of workforce management capabilities, partnering across Operations, Technology, and Product teams to deliver innovative solutions that improve forecasting, scheduling, staffing optimization, and operational performance. The role combines strategic leadership with product ownership to drive continuous improvement, platform adoption, and measurable business outcomes.
Responsibilities- Define the Verint product vision, strategy and roadmap for workforce management and intra-day staffing.
- Lead the modernization of the Verint Workforce Management platform to enhance operational efficiency and improve the servicing experience.
- Serve as the Product Owner for Workforce Management capabilities, defining and prioritizing the product roadmap aligned with business objectives.
- Partner with Operations, Technology, Digital Product, Analytics, and vendor teams to deliver scalable workforce management solutions.
- Translate business needs into product requirements, features, user stories, and prioritized backlogs to drive platform enhancements.
- Oversee platform implementation, configuration, testing, deployment, and adoption of new capabilities.
- Drive continuous improvement through automation, optimization, and data-driven decision making.
- Establish governance for workforce management processes, ensuring platform stability, compliance, and operational excellence.
- Monitor key performance indicators and leverage insights to improve forecasting, scheduling, staffing, and intraday management capabilities.
- Lead change management efforts, including stakeholder engagement, communication, and training to ensure successful adoption.
- Build and lead high-performing teams of product managers and subject matter experts.
- Foster a culture of innovation, accountability, continuous learning, and excellence in product management and agile delivery.
- Proven hands-on experience administering and optimizing the Verint Workforce Management platform in a large-scale, multi-site contact center environment.
- Bachelor's degree in Business, Operations, Information Systems, Engineering, or a related field; equivalent experience considered.
- Proven progressive experience in Workforce Management, Contact Center Operations, Product Management, or a related field.
- Proven experience serving as a Product Owner or Product Manager for an enterprise application, including roadmap development, backlog prioritization, and delivery of new capabilities.
- Demonstrated experience leading enterprise-scale implementations, upgrades, or modernization efforts for Verint Workforce Management.
- Strong knowledge of workforce management disciplines including forecasting, scheduling, intraday management, capacity planning, and performance optimization.
- Experience partnering with Technology, Operations, Analytics, and third-party vendors to deliver complex cross-functional initiatives.
- Experience using Agile methodologies, including writing user stories, managing product backlogs, and participating in sprint planning and release management.
- Strong analytical and problem-solving skills with experience leveraging data and KPIs to drive product and operational decisions.
- Excellent executive communication, stakeholder management, and influence skills.
- Proven experience leading and developing high-performing Product Management teams, including coaching Product Owners and Product Managers while fostering a customer-centric, outcome-driven product culture.
- Master's degree (MBA or related field or related experience).
- Verint Workforce Management certifications or advanced Verint implementation experience.
- Experience leading cloud migrations or SaaS modernization initiatives.
- Experience integrating Verint with telephony, CRM, or digital servicing platforms.
- Experience with AI-enabled workforce optimization capabilities, automation, and digital channel management.
- Experience managing enterprise vendor relationships and contract negotiations.
- Knowledge of workforce optimization platforms beyond Verint (NICE, Calabrio, Genesys) is a plus.
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
Director, Workforce Management (Verint) in Brighton employer: American Express
American Express is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to thrive in their careers. With a strong commitment to holistic well-being, the company offers competitive salaries, comprehensive benefits, and flexible working arrangements, ensuring that team members can balance their personal and professional lives effectively. The opportunity for career development and mentorship within a globally recognised financial services leader makes American Express an attractive choice for those seeking meaningful and rewarding employment in the heart of the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Workforce Management (Verint) in Brighton
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Director, Workforce Management (Verint) at American Express!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like American Express or be willing to refer you for that Director, Workforce Management (Verint) position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from American Express who’s on the lookout for their next Director, Workforce Management (Verint) star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Director, Workforce Management (Verint) role at American Express!
We think you need these skills to ace Director, Workforce Management (Verint) in Brighton
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at American Express. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at American Express
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at American Express. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
