American Express Careers

Sr. Manager - Digital Customer Experience

New York, New York
Digital Commerce Marketing

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Job Description

American Express Travel & Lifestyle Services (TLS) is a global business unit at American Express that delivers consumer travel and lifestyle services and benefits to Card Members. TLS plays an important role in overall Card product engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings. Driving Card Member engagement via online travel bookings is a strategic focus area for growth within TLS and the enterprise overall.
We are seeking a Senior Manager, Digital Customer Experience to lead the user experience design discipline for several online travel booking path experiences. The individual must be consumer oriented and have unique blend of strategy, UX, product, relationship and analytical skills. Responsibilities include:
•Product Strategy – Define and implement user-centric product strategy and interface design for core online travel products to drive increased user satisfaction, engagement and conversion. Maintain strong focus on consumer research and formal design methodologies (information architecture, layout, balance, proportion, emphasis, unity) that employ creative and strategic thinking to develop innovative solutions to problems.
•Product Development – direct and prioritize large scale product releases aligned with the overall travel roadmap, while overseeing enhancements and fixes with partners using the Agile development methodology.
•UX Design  – oversee agile continuous UX enhancements to continually improve the site customer experience, as informed by customer feedback in all channels, site performance analyses, and numerous other ‘listening posts’. Gather complex business requirements and translating these into seamless user flows and intuitive navigation.
•Manage Strategic Partnerships – coordinate and influence numerous strategic partners, including Expedia, our site hosting and development partner, and our digital design and experience agency
•Deliver Results – drive success against key performance and financial metrics, including customer satisfaction, engagement and revenue.
•Communicate effectively – Present business performance, ideas and key changes to executive leaders to ensure alignment of business priorities.



  • Digital Expertise – Strong understanding of digital platforms with direct experience managing digital and/or development teams.
  • Technical/Development Leadership Experience – prior experience leading development efforts in an agile environment.
  • Relationship Builder & Collaborator – Ability to build strong relationships with internal and external business partners, as well as technologies partners that are based in various locations globally.
  • Results Oriented – Track record of driving results across multiple channels and initiatives.
  • Analytical Mindset – Ability to interpret and review regular results updates and use them to inform strategies and execution.
  • Creative Development & Agency Management Experience – Experience leading UX design projects with creative and technical talent.
  • Innovation Driver – Ability to find new ways to improve site effectiveness, understand the latest digital trends, and a passion for innovation.
  • Proactive - Ability to work autonomously & proactively to drive results.
  • Travel Experience - Previous travel industry or e-commerce experience preferred
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 18003554
Schedule (Full-Time/Part-Time): Full-time
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