Senior Digital Product Manager, Digital Customer Experience

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
• 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
• Agile – Prior experience leading change in an agile environment
• 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
• Third Party Management. Experience and comfort with managing third party relationships effectively including TLM activities, contract negotiations and capability/technical integrations
• 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
• Results Oriented – Track record of driving results across multiple channels and initiatives
• Analytical Mindset – Ability to draw conclusions from data, management information and trends alongside analysis of business processes and stakeholder requirements
• 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.

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