Digital Acquisition Customer Experience Strategy Manager

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.

How will you make an impact in this role? The Manager, Digital Acquisition Customer Experience Strategy, International Card Services CoE (Center of Excellence) is a brand-new role that will be responsible for defining the strategy for the shopping experience for our new and existing customers (across our primary card shopping website and other digital assets). The remit is focused on defining the longer-term roadmap for mid-funnel experiences across consumer and commercial (focused on small businesses) Lines of Business (LOBs). The role will be anchored on identifying opportunities for synergies and scaling across the countries and LOBs; working in close collaboration with key stakeholders (different global countries, cross-functional teams – technology, design, digital product delivery, etc.).

Reporting to the Director, Mid-funnel strategy and capabilities, Acquisition CoE ICS, this role will suit someone who thrives when working in a diverse, fast-paced team, and outcome oriented. You'll be responsible for driving the success of the mid-funnel strategy, roadmap and experience for all users and ensuring smooth coordination of initiatives across various stakeholders to:

• Define the mid-funnel strategy for international markets as per their size and market nuances considering the various customer intents (e.g., assets and landing pages for various use cases, capabilities required across various countries).
• Partner with the digital product team to identify and implement an efficient mid-funnel experience for our prospects and existing customers to facilitate their decision-making process (incl. working with design, brand and local marketing teams).
• Identify and leverage scalable opportunities to drive continued card acquisition, billings and revenue growth (driving the appropriate traffic to low the application journey and pushing the overall conversion).
• Maintain market awareness of both competitors and technological advances to analyse, plan and develop future strategic plans and build clear benchmarks.
• Build strong relationships with local & central colleagues (digital product and country teams) to collectively drive customized journeys and experience premium experience across cardshop (leveraging SEO optimization and design centric approach).

Minimum Qualifications

• Strategic thought leadership skills, with a proven track record in product and process implementation.
• Financial acumen and ability to connect product development build/solutions to financial impact.
• Strong marketing experience, including digital capability and/or website development & optimisation experience.
• Ability to drive experimentation and digital product delivery (incl. tracking & tagging processes, and privacy governance for such controls).
• Solid understanding of marketing strategy across acquisition channels and the overall onboarding experience.
• Ability to independently use data to make decisions and analyse trends. Experience leveraging data sets like NVision or Adobe to understand customer behaviour. No coding skills required.
• Strong communication skills, including presentation and outstanding influencing abilities with confidence in presenting to senior leaders.
• Empathy for customer, colleagues, and ability to see multiple perspectives and foster the diversity and multicultural environment we embrace as a company.
• Strong project management skills - ability to progress key projects in a complex environment.

Preferred Qualifications

• Experience or knowledge of SEO strategy and building site pages while optimising search effectiveness.
• Experience with Content Square, Adobe Analytics or like digital behavioural tools.
• Preferred experience of building site pages and digital content development for web.
• Experience working/living in non-native countries or cultures and foreign language knowledge is encouraged.

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

Benefits

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:

• Support for financial well-being and retirement.
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need.
• Generous paid parental leave policies (depending on your location).
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location).
• Free and confidential counselling support through our Healthy Minds program.
• Career development and training opportunities.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.