American Express Careers

Sr. Manager/Manager, Global Customer Experience - Travel and Lifestyle Services

New York, New York; Phoenix, Arizona; Sunrise, Florida
Consulting Operations

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Job Description

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks.  The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services.
The Manager, Global Customer Experience will report to the Director, Enterprise Engagement, within the Global Customer Experience and Digital Platforms organization.  This organization has a significant breadth of responsibility that includes assessing the customer experience today and developing new approaches that drive material change in some or all of the following: increase in customer satisfaction; increase in TLS engagement; increase in revenue; or reduction in operational cost. 
The Manager, Global Customer Experience role focuses on developing and implementing strategic initiatives across both travel and lifestyle, with a current focus on lifestyle priorities, such as digital dining.  The Manger will partner globally to build new capabilities and benefits as well as to support product refreshes by championing TLS servicing needs.  This position offers a broad remit across phone and digital channels that support both customers and the frontline as well as a global lens.  To be successful in this role, you will need to combine strategic and creative thought leadership, broad business knowledge, a deep understanding of our customer and their needs and be comfortable in a fast changing, dynamic and iterative environment. You will also need to be able to navigate multiple markets and priorities to ensure focus on driving results.


  • Serve as a key point of contact for lifestyle initiatives as well as product launches/refreshes that intersect with TLS (as needed)
  • Map the CM experience through E2E servicing journeys, ensuring channel consistency and maintaining a “digital first” mindset
  • Enable the optimal Customer outcome balanced with the right pace and impact of change for our frontline to enable our servicing to remain as a differentiator
  • Proactive communication & goal alignment with key stakeholders, and regularly providing project updates (timelines, milestones, risks, performance metrics)
  • Develop and deliver a global view of performance metrics, competitive analyses and lifestyle information
  • Develop & execute lifestyle pilots within TLS
Required Skills:
  • Strong customer focus with the ability to translate customer insights into compelling strategies
  • Ability to pivot between strategic thinking and tactical execution and prioritize competing initiatives on behalf of TLS
  • Superior organization skills, keen attention to detail and prior large scale project experience with technical/capabilities components preferred
  • Strong ability to build & leverage key relationships, while influencing project partners effectively
  • Proven ability to challenge the status quo in a diverse and dynamic team environment
  • Excellent verbal and written communication skills, with ability to engage with senior executives to garner credibility and sponsorship
  • Foundational knowledge of our service & technical structure
  • Outstanding analytical and creative problem solving skills
  • Strong project management skills, with excellent ability to prioritize effectively and drive results
  • Intellectually curious, comfortable with ambiguity/white space, and a self-starter
The following are a plus, but not required:
  • Familiarity with Agile methodology
  • TLS experience
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: 18015037
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 2, 2018, 2:02:52 PM
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