American Express Careers

Analyst/Sr. Analyst - Digital Customer Experience

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

Apply Get Referred

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 has rapidly grown to over $42BN of direct deposits, and the company is investing heavily to grow this 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 AESC-SLC or Amex Tower WFC. 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 digital user journey flows to support projects and user interface changes
  • Assist in driving product backlog by developing user stories and wireframes for new or modified digital capabilities
  • Work with internal as well as external cross functional teams to drive product life-cycle
  • Assist in launching new digital features and capabilities for the product
  • Create training materials to support call centers to support the new capability launch
  • Performing User Acceptance Testing (UAT) for new screens, processes and communications delivered by technologies partners
  • Creating and approving written and electronic customer communications
  • Assist is conducting customer research and usability labs
  • 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 digital capabilities. Specifically:
  • Passion for customer experience with customer first mindset, with experience improving digital and other customer interactions
  • Comfort with numbers and experience with web analytics and/or consumer research (Omniture, Google Analytics, Net Promoter Score and Focus Group)
  • Good written and oral communication skills
  • Familiarity with compliance processes (Archer, Meridian and/or RASC system experience a plus)
  • Experience using Agile methodology and writing features and user stories (Rally system experience a plus)
  • Creative, innovative, pragmatic and comfortable with ambiguity, change and multiple priorities
  • 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.

Why American Express?

There’s a difference between having a job and making a difference.

 

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

 

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

 

Because we believe that the best way to back our customers is to back our people.

 

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

 

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

 

 

 

 

Why American Express?

There’s a difference between having a job and making a difference.

 

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

 

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

 

Because we believe that the best way to back our customers is to back our people.

 

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.

 

ReqID: 19002391
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 6, 2019, 8:53:14 AM
Apply Get Referred