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Form of workYou Lead the Way. We've Got Your Back.
This opportunity can also be consider for those in the UK market (London/Burgess Hill). To apply to this opportunity in UK please refer to REQ ID: 23013228 for further guidance.
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 a brand built on going above and beyond to provide the best customer experience,
having the most exceptional colleagues is paramount. As the face of the company, you
can create positive interactions with our customers every day-from curating a unique
travel or lifestyle experience to helping them with their everyday needs. And, you can
grow your skills through industry-leading training and ongoing coaching, all while learning
what it means to continually set the standard for world class, customer-first service. Find
your place in service on #TeamAmex.
How will you make an impact in this role?
The Servicing Strategy team is part of Global Strategies and Capabilities organization. This newly created team will be leading one of four workstreams for the Acquirer Platform Transformation (APT), a strategic, multi-year transformation program to modernize our acquirer solutions to build innovative products, services and capabilities that will anticipate our merchant and acquiring partner needs. Reporting to the Director of Global Servicing Strategy, the Manager - Servicing Strategy will have the exciting opportunity to be a part of a key strategic priority for the GMNS business and be on the forefront of creating the future of the American Express servicing model for the acquiring business.
The role will be responsible for supporting the Director in developing and implementing a global servicing strategy that will deliver a frictionless, omni-channel based, proactive and personalized experience to all GMNS customer segments including merchants, third party partners, and network partners.
Our POA objectives are to meet customers where they are, by handling 99%+ of the servicing demand within digital channels; create a single point of entry for all servicing demand - operational and technical; reduce demand by 75%+ in human channels; and eliminate the need for account managers to be involved in day-to-day servicing issues.
As the key member of this team, you will:
- Conduct comprehensive assessments of specific servicing workstreams' business processes and operations.
- Drive the redesign and transformation of key customer journeys across channels and segments by defining and developing frictionless, integrated customer experiences with a digital first mindset.
- Develop and deliver on a servicing channel optimization strategy.
- Create a single-entry point for servicing queries with a case management.
- Evaluate and enhance core digital journeys, and drive digitalization of additional priority servicing journeys.
- Lead drive-to-chat strategy including scaling up of chat servicing.
- Identify and implement foundational tools and capabilities (e.g., E2E case management capability, transaction look up tool, APIs, intelligent automation) to fully meet customer needs and enable seamless servicing journeys.
- Collaborate with stakeholders to understand their goals, challenges, and strategic objectives, implement recommended strategies and monitor progress.
- Analyze data, market trends, and industry benchmarks to provide informed recommendations.
- Develop and deliver high-impact, visual presentations and reports to stakeholders and leaders at various organizational levels.
- Identify and deliver short-term wins for the customer and business.
Minimum Qualifications
- Proven consulting and/or strategy development and execution experience.
- Experience in developing and implementing digital servicing capabilities, including familiarity with digital servicing channels such as Chat, Online self-service, and APIs.
- Strong background in Product Development and management, ideally in a digital environment.
- Customer centric mindset and a demonstrated passion for solving customer pain points.
- Proven track record of change management and delivery of complex projects that impacts multiple stakeholders across business units.
- Proven working experience in overall project management.
- Excellent relationship and influencing skills to gain commitment across stakeholders at all organizational levels to drive transformational change.
- Outstanding verbal, written and interpersonal communication skills with experience in storytelling and presenting information to multiple levels of an organization, including senior leadership.
- Proven ability to successfully manage shifting priorities in a fast-paced environment with an intuitive sense of relative perspective.
- Knowledge of the acquiring business and competitive landscape.
Qualifications
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 these positions.
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
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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