American Express Careers

Manager, Servicing Strategy

New York City, New York
Customer Care Operations

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Job Description

The American Express vision is to provide the world’s best customer experience every day.  As part of the Global Services Group, the Global Consumer and Commercial Engagement organization plays a central role in helping the company achieve that vision, with a team of thousands of employees operating in 22 markets around the world, all focused on serving our customers and shareholders.


Within Global Services Group, the Servicing & Value Generation Strategy team is responsible for devising and implementing long-term, cross-GSN strategies that deliver on our key goals of improving the customer experience, differentiating our overall servicing, and tackling operational efficiency including revenue for Blue Box via Value Generation and other efforts.

Reporting to the Director of Servicing Strategy, this position will drive the creation, implementation and oversight of strategies associated with the servicing differentiation and supporting customer first strategy efforts within our CEN/CSN network 


This role will be located in New York.

Job Responsibilities:

  • Evaluate and identify opportunities for testing servicing differentiators within CEN/CSN
  • Define operational strategy for implementing test(s) and collaborate with key GSN stakeholders to enable capabilities required to deliver servicing differentiators
  • Develop agile test environment and manage overall test including project plan and progression
  • Monitor performance of servicing differentiators as well as iterations/refinements
  • Measure, analyze and report against key performance indicators
  • Define and manage operational requirements to sustain test and/or evolve into pilot programs
  • Develop case studies including sizing opportunities for integration
  • Work on special projects related to customer first strategy


  • Bachelor's Degree in Business or other related field
  • At least 3 years of experience in customer design, customer experience, or customer strategy
  • Strong project management skills including analyzing data, monitoring deliverables, and creating presentations/reports for leadership
  • Thought leadership and proven ability to challenge the status quo
  • Exceptional ability to influence by building relationships and leveraging communication skills
  • Demonstrated passion for the customer
  • Comfort with ambiguity/white space/brainstorming
  • Experience with agile environments required
  • Experience with excel required including high level analysis/reporting/modeling
  • Experience with PowerPoint required
  • Strong communication skills
  • Management consulting 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: 18014215
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 14, 2018, 10:46:34 AM
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