Head of Travel & Lifestyle Services

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Job Description

You’ll do more than the expected. You’ll do the unexpected.  

American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success. Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.

We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.

Travel and Lifestyle Services (TLS) is a key component of the value proposition of the American Express premium card products – the Centurion & Platinum cards, delivering Travel and Lifestyle benefits, to exceed the very demanding needs of our most discerning card members.

The benefits and services are delivered through the Customer Service operations around the world as well as by online capabilities. By driving innovation and change, TLS is rapidly transforming its economic and customer servicing business model via relationship management capabilities and the addition of multiple servicing channels.

American Express is now looking for someone to head up our Travel & Lifestyle Servicing (TLS) function for Nordics (Sweden, Finland and Norway).The role leads the operation in Stockholm, Sweden for our premium products in all 3 markets and will be responsible for the transformation of the TLS servicing model, leveraging global capabilities, assets and partnerships and will partner with the Nordic Card Product teams to achieve the growth strategy aspirations for the Nordic markets.

Some of the key focus areas and responsibilities:

  • Leading a team of Team Leaders leading >30 employees and contracted staff with regional diversity
  • Leading and driving talent strategy, colleague engagement and a strong focus on developing people, and ability to be an influential change leader for the organization
  • Drive and lead business process improvement initiatives to drive maximum efficiency
  • Lead the implementation of key strategic priorities for transforming TLS operations.
  • Serve as Premium Travel and Lifestyle expert for the Nordics containing some of the most engaged affluent consumers in the region
  • Ensure the Travel & Lifestyle Service Teams are resourced, trained, supported, equipped and continuously motivated to consistently deliver the highest levels of personal Travel and Lifestyle service, meeting rational and emotional expectations, and creating clear differentiation in the Premium Card market

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Minimum Qualifications

  • University degree in business, economics or similar

  • Proven background experience in leadership positions and with regional/international geographical coverage preferably matrix structured, including Customer Service operations

  • Proven track record of successful managing, coaching and leading an operational team to drive performance results

  • Ability to cultivate deep relationships with stakeholders and drive to consensus for change initiatives and positively influence and motivate teams and stakeholders through the change process

  • Strong understanding of how to deliver industry leading, highly differentiated, premium customer experience

  • Demonstrated ability to lead, shape and drive growth plans

  • Proven relationship management and collaboration skills at a senior level in market, as well as outside of the market, to manage critical internal and third-party supplier relationships

  • Digital mindset and ability to drive digital initiatives

  • Strong written, verbal and presentation skills in Swedish and English.

Why American Express?

There’s a difference between having a job and making a difference.

Amex have been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on

ReqID: 21008468
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 28, 2021, 5:00:10 AM