American Express Careers

Customer Experience Communications Analyst

New York, New York
Consulting Operations

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Job Description

The Global Services Group – Communications Team oversees the development and governance of clear, timely, authentic, and meaningful servicing communications that show our customers that American Express recognizes their needs and provides relevant solutions. To achieve this mission, the team works with business partners to craft high-quality communications which embody our Customer First principles, and maintaining a controlled environment to ensure communications are delivered by expected deadlines. We aim to deliver these communications in the customer’s channel of choice and ensure they are part of thoughtful and relevant customer journeys. Typical servicing communications reviewed by the team include letters, emails, web content, SMS, and FAQs. 

We are looking to fill this position with a well-rounded Analyst who possesses exceptional written communication skills, strong attention to detail, and project and process management skills.

As an integral part of the Customer Experience Communications Team, the optimal candidates will be equally passionate about communications and the customer experience in order to successfully:

  • Support the End-to-End Communication Governance, principles and standards that ensure our communications are customer first and digitally savvy
  • Assist business partners with the development of customer-focused communication plans, including: letters, emails, web content, SMS, FAQs and other
  • Review, edit and approve servicing communications in the U.S. and International markets
  • Influence the voice and tone of servicing communications
  • Collaborate with business and compliance partners to develop optimal communications capabilities and content
  • Partner with Technologies on the building and revising of communication templates on the Global Communications Systems (GCS) platform
  • Identify areas of opportunity to reduce manual efforts and implement best practices for CEC team and end users


  • Exceptional written communication skills, with the ability to vary style by channel and audience
  • Customer focus, balanced with a rational business sense
  • Superior relationship management skills with the ability to influence change, yet maintain a positive rapport
  • Demonstrated thought leader, and creative problem solver
  • Affinity for collaboration with teammates and partners
  • Strong analytical, organizational and critical thinking skills
  • Ability to manage a range of projects and responsibilities simultaneously with strict deadlines
  • Ability to work autonomously

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: 18011995
Schedule (Full-Time/Part-Time): Full-time
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