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For Companies At a Glance
- Tasks: Lead digital product strategy to enhance customer experiences and drive engagement.
- Company: Join American Express, a leader in innovation and inclusivity with a rich 175-year history.
- Benefits: Enjoy competitive salaries, flexible working options, and comprehensive health benefits.
- Why this job: Make a real impact on customer satisfaction while growing your career in a supportive environment.
- Qualifications: Digital expertise and experience in agile environments are essential; travel industry knowledge is a plus.
- Other info: This role requires eligibility to work in the UK; no visa sponsorship available.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
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.
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 Global Digital Customer Experience organization is a strategic focus area for growth within Travel and Lifestyle Services and there is significant continuing investment to transform and optimize our digital proposition and capabilities. American Express Travel Online is a key proposition of our Card product sets. It serves as an accompaniment to the offline travel service for our premium products and is the primary travel portal for most other Card products in the international markets. American Express Travel Online not only drives direct revenue and cost savings but also plays an important role in overall Card product engagement, loyalty and satisfaction.
Role Purpose:
The Senior Digital Product Manager, Digital Customer Experience, is both commercially and customer focused and represents both business and customer needs to identify opportunities to grow sales and cardholder engagement/satisfaction by improving, enhancing and differentiating the digital experience, and defining and delivering a portfolio of new and optimized travel product initiatives for the ongoing development of Amex Travel Online.
This opportunity will initially focus on the “Pre-Booking Experiences” portfolio, including but not limited to the ownership of all the pages prior to making a travel search such as the Amex Travel Homepages across 16 markets, Premium Hotel landing pages, brochureware pages, etc. The portfolio may change in the future to meet changing business needs.
How will you make an impact in this role?
- Define and implement user-centric product strategy for core digital travel products to drive increased user satisfaction, engagement and conversion
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Direct and prioritize large scale product releases aligned with the overall travel roadmap, while overseeing enhancements with external and internal partners using the Agile development methodology
- Informed by customer feedback in all channels, site performance analyses, and numerous other ‘listening posts’, manage continuous enhancements within portfolio to continually improve the digital customer experience, making calls to action both prominent and relevant, and removing all impediments to a successfully converting customer experience
- Coordinate and influence numerous strategic internal & external partners
- Drive success against key performance and financial metrics, including customer satisfaction, engagement, sales and revenue
- Present business performance, ideas and key changes to executive leaders to ensure alignment of business priorities
- Facilitate workshops or information gathering initiatives to gather requirements from all stakeholders within the business
- Complete analysis and benchmarking of competitors proposition and capabilities to propose enhancements across customer digital touch points to drive sales/revenue growth, card member engagement or improve customer experience
- Maintain Global focus ensuring customer experience, proposition and requirements meet needs in all markets served
- Development and relationship management of Third-Party product providers related to individual portfolio
- Ensure that live projects or initiatives meet proposed benefits and objectives as outlined in the business case, owning projects through to benefits measurement and delivery
Minimum Qualifications
- Digital Expertise –Strong understanding of digital product, platforms and/or digital marketing with direct experience managing digital and/or development teams/agencies
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Agile – Prior experience leading change in an agile environment
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Relationship Builder & Collaborator – Ability to build strong relationships with internal and external partners, explaining complex elements in a simple way, effectively managing stakeholders, agencies and technology partners across geographically/culturally diverse teams globally
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Third Party Management. Experience and comfort with managing third party relationships effectively including TLM activities, contract negotiations and capability/technical integrations
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Proactive – Works well as part of a team, but can manage and prioritise own work and be autonomous, with confidence to make challenging decisions or challenge ideas and costs when necessary, even where not necessarily a subject matter expert
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Results Oriented – Track record of driving results across multiple channels and initiatives
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Analytical Mindset – Ability to draw conclusions from data, management information and trends alongside analysis of business processes and stakeholder requirements
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Innovation Driver – Ability to find new ways to improve site effectiveness, understand the latest digital trends, and a passion for innovation
- Travel Experience – Previous travel industry or e-commerce experience preferred with a keen understanding of travel industry trends, travel industry business models and best practices
Non-considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
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
- 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.
#LI-DNI
Senior Digital Product Manager, Digital Customer Experience employer: American Express
Contact Detail:
American Express Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Digital Product Manager, Digital Customer Experience
✨Tip Number 1
Familiarise yourself with American Express's digital products and customer experience strategies. Understanding their current offerings and how they engage customers will help you articulate your vision for enhancing their digital travel products during interviews.
✨Tip Number 2
Network with professionals in the travel and digital product management sectors. Attend industry events or webinars where you can connect with current employees or leaders at American Express, as personal connections can often lead to valuable insights and referrals.
✨Tip Number 3
Stay updated on the latest trends in digital customer experience and travel technology. Being knowledgeable about emerging technologies and customer expectations will allow you to discuss innovative ideas that could benefit American Express in your interviews.
✨Tip Number 4
Prepare to demonstrate your experience with Agile methodologies. Since this role involves overseeing enhancements using Agile practices, be ready to share specific examples of how you've successfully led projects in an Agile environment and the results achieved.
We think you need these skills to ace Senior Digital Product Manager, Digital Customer Experience
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Senior Digital Product Manager position. Understand the key responsibilities and qualifications required, and think about how your experience aligns with these.
Tailor Your CV: Customise your CV to highlight relevant experience in digital product management, particularly in the travel or e-commerce sectors. Use specific examples that demonstrate your ability to drive user satisfaction and engagement.
Craft a Compelling Cover Letter: Write a cover letter that not only outlines your qualifications but also expresses your passion for improving digital customer experiences. Mention any relevant projects you've worked on and how they relate to the role at American Express.
Showcase Your Analytical Skills: In your application, emphasise your analytical mindset by providing examples of how you've used data to inform product decisions. Highlight any experience you have with Agile methodologies and managing third-party relationships.
How to prepare for a job interview at American Express
✨Understand the Digital Landscape
Familiarise yourself with the latest trends in digital products and customer experience, especially within the travel industry. Be prepared to discuss how these trends can influence American Express's digital strategy.
✨Showcase Your Agile Experience
Since the role involves working in an Agile environment, be ready to share specific examples of how you've successfully led projects or teams using Agile methodologies. Highlight your ability to adapt and drive change.
✨Demonstrate Relationship-Building Skills
Prepare to discuss your experience in building relationships with internal and external partners. Use examples that showcase your ability to communicate complex ideas simply and effectively manage diverse stakeholders.
✨Be Results-Oriented
Highlight your track record of driving results across various initiatives. Be ready to present metrics or outcomes from previous roles that demonstrate your impact on customer satisfaction, engagement, and revenue growth.
