American Express Careers

Customer Service Leader, Nordics: Customer Engagement Network

Stockholm, Sweden
Customer Care Operations

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Job Description

The American Express mission is to be the world’s most respected service brand. Global Servicing Network (GSN) plays a central role in helping the company achieve that vision, with an interconnected team of nearly 30,000 employees and partners operating in 22 markets around the world, all focused on serving our customers and shareholders. The Customer Engagement Network (CEN) is the largest customer-facing organization in GSN and American Express, delivering superior customer care to Card Members across the proprietary business.


The role of Customer Service Leader, based in Stockholm, will lead the Swedish, Finnish and Norwegian CEN teams as well as the Executive Complaints Relations team.  This is an exciting opportunity to lead a team in a dynamic, fast paced environment whilst delivering outstanding customer care for our card members. 


If you have a passion for people and are results focussed then here is just some of what you’ll do in this role:

  • Leading and motivating a team to deliver on a wide range of critical goals
  • Driving Performance – coaching and developing high performing team members to realise their potential
  • Effective Relationship Management – building strong relationships across the various GSN and line of business teams to focus on driving end to end improvements for our customers
  • Proactively developing solutions to improve coaching effectiveness and removing process pain points
  • Developing and implementing a strong communication plan to ensure Customer Care Professionals (CCPs) are informed at all times on a wide range of topics, ranging from product and process changes to employee engagement activities
  • Delivering strong day to day operations management
  • Ensuring that legal, regulatory and compliance controls are central to everything we do
  • Leading the executive complaints function to ensure that customer complaints are handled in an appropriate and timely manner

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


Skills & Qualifications:

  • Demonstrate personal excellence by remaining positive in difficult situations
  • Display a passion to serve
  • Analytical and problem solving skills with strong attention to detail
  • Proven ability to leverage a strong Growth Mind-set to motivate in a diverse and dynamic team environment
  • Strong ability to build & leverage key relationships
  • Ability to challenge the status quo and act as an agent of change
  • Ability to prioritize competing initiatives, dates, requirements.  Pivoting between strategic thinking and tactical execution to drive successful outcomes
  • Excellent interpersonal, communication and listening skills
  • Outstanding organisational skills
  • Ability to make independent decisions and meet stringent deadlines
  • Experience of leading service teams and an understanding of CEN is a preference

ReqID: 18010221
Schedule (Full-Time/Part-Time): Full-time
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