Digital Customer Experience, Loyalty Analyst

This job is with American Express, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague could share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The International Premium Products & Benefits team, within the ICS COE, is responsible for delivering and enabling transformational growth opportunities through expertise and solutions for our customers, our markets and our partners. We do this by delivering best-in-class premium products, capabilities, customer experiences and partnerships to drive revenue growth and margin expansion.

The Loyalty Analyst role sits within the Loyalty COE Team – this team identifies customer needs, defines the digital loyalty multi-year roadmap, and supports project management and measurement of strategic initiatives, with the objective of increasing Membership Rewards redemption across our international proprietary markets.

The candidate should be a highly organised individual who can navigate the Blue Box, drive outcomes with agility, and deliver multi-faceted projects in a flawless fashion, with a proven ability to partner across teams to drive best outcomes for local markets and the enterprise.

How you will make an impact in this role?

The successful candidate will engage at all levels and across numerous business units and functions to deliver key projects. In partnership with broader teams, this role will:

• Lead key projects and deliverables for the international loyalty digital customer experience

• Effectively partner with central team technology owners and multiple local market teams, to progress central and local priorities

• Deliver new capabilities and user experiences that will drive continuous optimisation of our digital redemption journeys across multiple channels

• Ensure all projects meet business unit & market needs, desired customer experience, and adhere to local regulatory, compliance and risk requirements

This is a great cross-functional role that provides exposure across multiple teams, including Technology, Risk Control, Local Markets and Compliance.

Minimum Qualifications

• Customer centric mindset and experience working with digital customer user journeys

• Creative problem-solving and ability to identify and drive customised solutions

• Excellent analytical skills, ability to leverage data to drive decisions in a complex environment

• Strong project management skills and experience delivering complex projects involving multiple stakeholders and cross business unit efforts

• Experience working in a regulated environment with a key focus on Governance

• Ability to execute and understand technical nuances to devise and deliver optimal ICS market customer experiences

• Strong verbal and written communication to clearly translate business needs into technical requirements

• Comfortable working with a variety of internal partners to achieve goals and resolve issues

• Attention to detail and proven ability to drive results and ensure flawless execution

• Positive team player with superior listening skills and the ability to adapt to shifting or changing priorities

• “Roll-up your sleeves” attitude, proactive growth mindset, and passion to learn and win

• Understanding of international landscape, including market & cultural nuances a plus

Preferred Qualifications

• Understanding of agile development model (or equivalent) and/or experience acting as a project manager for large-scale business-focused projects with Technology a plus

• Awareness of external, local market trends and competitive landscape

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 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 counseling 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.

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