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SalaryYou 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.
As marketers at one of the most iconic brands in the world, we play a major role in building authentic relationships with customers who impact life and business around the world. Here, creativity and inspired storytelling combine with powerful data-based marketing and hyper-personalized digital communication to create a genuine human connection that drives business results. As a part of our diverse community of marketers, you can have a breadth of different marketing experiences and do virtually anything from connecting small businesses to new customers to uncovering insights that inspire the future of payments. Create a dynamic career while doing work that matters for people and businesses everywhere. Find your place in marketing on #TeamAmex.
As the Senior Manager of Customer Performance Insights within the Global Brand Strategy and Insights team, you will serve as the voice of the customer, leading a customer-centric evolution to the design of the American Express global customer sentiment measurement program. You will act as a strategic consultant, leveraging both primary and secondary research sources to identify opportunities to deepen loyalty, guide brand strategy and fuel growth of our Consumer, Global Commercial and International card and banking Members.
Primary Responsibilities Include:
- Leading the development of a connected, scalable enterprise customer sentiment measurement program that will enable AXP marketers to understand the effectiveness of our products, services and marketing, including (but not limited to):
- Measuring customer satisfaction (e.g. NPS, OSAT) in the context of holistic brand experiences and linking to demonstrable business outcomes;
- Commissioning analyses to inform business opportunities to improve experiences and deepen loyalty;
- Partnering closely with Strategy and Planning partners to deliver powerful customer insights that help inform decision making and investment strategies.
- Identifying relevant benchmarks and diagnostics to ensure performance is measured in context/vs. competition in a systematic and rigorous manner.
- Defining and implementing a cross-market and business unit syndication approach for enterprise reporting, addressing various stakeholder needs/uses for the data and insights.
- Supporting the development of automated access (via online tools) to performance metrics in collaboration with colleagues and across AXP analytics and capabilities groups.
- Managing research agency partners and work-flow to ensure quality and accuracy, cost efficiency, and timely completion of deliverables.
- Contributing to a culture of innovation by finding new and better ways of doing things: identifying, creating and employing innovative research and operational approaches.
Minimum Qualifications
A Qualified Candidate:
- Is able to design, manage and analyze complex, strategic market research:
- Has hands-on experience in quantitative, qualitative and experimental research methods, with the ability to design and lead execution of the research from the ground up.
- Understands which research techniques and methods will best address business objectives and can articulate rationale and/or ‘defend’ those methods in discussion (quant vs qual, experimental vs forced exposure, segmentation, conjoint, max diff, etc.).
- Takes a consultative approach with business partners; helping to articulate and prioritize information needs and translating business needs into ‘researchable’ objectives.
- Can proactively identify quality issues with a proposed method or analysis and suggest alternatives and/or solutions.
- Has strong research report writing, presentation and ‘story telling’ skills:
- Is able to translate research findings into compelling and actionable recommendations for the business.
- Has the agility and judgment to “read the room” and appropriately adapt to situations when articulating insights to an audience; is able to think on their feet.
- Has strong skills in software required to analyze data and produce reports (Excel, PowerPoint).
- Is comfortable utilizing and interpreting statistical methods of data analyses (significance testing, cluster/segmentation analysis, regressions/driver modeling, etc.).
- Models exceptional leadership behaviors:
- Operates with a can-do attitude and is able to easily flex in the face of changing priorities.
- Effectively works through conflict or ambiguity; Proactively seeks solutions to problems.
- Communicates effectively (verbally and written), one-on-one as well as in large groups.
- Demonstrates strong planning and organization skills with ability to lead highly interdependent, complex initiatives and keep various workstreams on track.
- Builds equity with stakeholders; collaborates and influences through complex relationships.
- Holds a Bachelor’s degree plus a minimum of 7 years of experience in consumer insights or market research related roles.
Preferred Qualifications
- A mix of research vendor/agency and client-side experience.
- Marketing or market research related post-graduate degree.
- Experience managing customer sentiment measurement programs or large-scale global tracking studies (NPS, OSAT).
- Experience with data visualization software (Qualtrics, Tableau).
Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.
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
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- 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
- Access to Amex Marketing U, a unique learning and development program built for marketers, by marketers. Amex Marketing U inspires marketers to develop their career through innovative learning experiences and opportunities that foster collaboration and knowledge sharing across the enterprise.
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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