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 has the opportunity to 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.
How will you make an impact in this role?
Servicing Innovation:
Where innovation is our business.
Our team’s mission is to shape and execute the Generative AI strategy of the Global Services Group (GSG) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.
The GSG Servicing Innovation team focuses on:
- Developing and executing upon the Servicing Innovation strategy & priorities for GSG through rapid testing and learning, serving as a first mover for the broader enterprise in this new space
- Accelerating and scaling innovative pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
- Rapidly operationalizing initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate
- Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of technology in accordance with AXP and regulatory policies
Role Description:
The role will involve the development and overall management information (MIS) for key servicing innovation pilots in accordance with AXP and regulatory policies. The role requires effective collaboration with Senior Leaders of all band levels across GSG and American Express more broadly. Additionally, the effective candidate will be able to lead through ambiguity, coach effectively and inspire followership within a matrixed organization.
Minimum Qualifications
- Tenured Manager-level outlook, with a deep understanding and demonstrated experience of American Express'/ GSG Servicing (front-line) landscapes and operations is essential.
- Comprehensive knowledge and experience of the use and manipulation of AXP closed loop data across the enterprise is essential.
- Excellent understanding of end-to-end GSG processes, especially phone & digital channel servicing functions, omni-channel customer experience including Chat is essential.
- Hands-on knowledge of GSG datasets, MIS, SORs, key GSG KPIs is essential.
- Expertise across Customer Servicing Strategy, Servicing Channel Optimization & Driving Operational Efficiency is essential.
- Experience with resolving servicing pain points and identifying strategic routes to enhance customer servicing is essential.
- Documented history with and high proficiency and familiarity with GSG CCP performance metrics, including understanding of drivers of CHT, Dial Transfers & tracking of CCP performance is essential.
- Experience translating GSG Strategic bets into tactical KPIs/MIS for functional & executive tracking is essential.
- Technical Skill/ Statistical Analysis – SAS, Python, Data manipulation – SQL, Hive and Data visualization – Tableau (not inclusive) is essential.
- Extensive collaboration experience across teams in GSG (Operations, Operation Excellence, Strategy & Transformation, Capacity Planning, Finance, MIS, [non-exclusive] ) and experience with synthesizing information for executive audiences is essential.
- Proven and evidenced successes in driving deeper focus on analytical solutions to business issues or challenges and demonstrating strategic thought leadership is essential.
Preferred Qualifications
- Other technical skills advantageous - Web Analytics (Adobe Analytics, Tealeaf, Omniture), ML modelling highly preferred.
- Master’s in Finance, Economics, Statistics, Operational Research or other technical fields highly preferred.
