American Express Careers

Analyst / Senior Analyst - Marketing

Salt Lake City, Utah; New York, New York
Digital Commerce Marketing

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Job Description

American Express Personal Savings is an online direct bank that offers FDIC-insured High-Yield Savings Accounts and Certificates of Deposit directly to consumers. The business is growing rapidly and is a critical component of American Express’ strategy to develop stable, diversified sources of funding for the company’s businesses.
 
We are seeking two highly motivated professional to join the Personal Savings Customer Experience (CE) team.  The work location can either be our Salt Lake or NYC offices. The Customer Experience team is accountable for the end-to-end customer experience and ensuring that the customer is central to every part of our business. In this role, the candidate will support the CE managers in optimizing customers’ experience with Personal Savings, including their online, email, phone and print interactions. 
 
More specific responsibilities include:
  • Creating process flows to support projects and user interface changes
  • Managing projects to improve customer experience enhancements
  • Developing user stories and wireframes for new or modified capabilities
  • Reviewing and acceptance-testing new screens, processes and communications delivered by technologies partners
  • Creating and approving written and electronic customer communications
  • Developing communications and training programs for customer-facing personnel
  • Content management of existing webpages
  • Assist with A|B testing and SEO analysis and improvements
  • Work with Compliance departments to ensure that our customer interactions and processes are in compliance with all regulatory and internal guidelines
  • Assist with quantitative analytics of digital customer behavior

Qualifications

To be effective, the ideal candidate should have at least 5 years of digital experience across marketing, customer experience, product management and/or capabilities. Specifically:
  • Passion for customer experience, with experience improving digital and other customer interactions
  • Experience with creating written and electronic customer communications
  • Experience developing training materials for call center agents
  • Experience managing budgets and tracking expenses
  • Experience with compliance processes & systems
  • Experience using Agile methodology and writing features and user stories (Rally system experience a plus)
  • Experience with user acceptance testing
  • Experience with Content Management Systems
  • Experience with web analytics and consumer research a plus
  • Experience managing external tech vendors and/or design agencies in developing wireframes, presentation specs, and finished code.
  • Creative, innovative, pragmatic and comfortable with ambiguity, change and multiple priorities
  • Ability to function well under, and support, complex systems and regulatory structures
  • Exceptional people skills: assertive yet collaborative to engage and influence others

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: 18019236
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 3, 2018, 4:46:02 PM
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