American Express Careers

Senior Analyst, U.S. Coverage Communications – Global Commercial Services

New York, New York
Digital Commerce Marketing

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Job Description

Senior Analyst, U.S. Coverage Communications – Global Commercial Services

 

Description

 

This is a band 30 position.

 

American Express Global Commercial Services (GCS) is a global leader in the commercial payments solutions space and continues to be an exciting and fast-growing business dedicated exclusively to the success of businesses globally.  The Global Coverage team sits within the Global Field and Dialogic Marketing Organization and is charged with expanding and protecting merchant coverage, growing B2B spend, and enhancing perceptions of coverage across all markets and all commercial payments businesses.

 

The Coverage Consultation and Communications team focuses on driving customer perceptions of coverage globally through innovative collateral, field training and one-on-one consultations with account teams. The Senior Analyst will have the exciting opportunity to understand and capitalize on opportunities to improve perceptions through communicating our coverage growth and value, training our field to address customer questions from some of our largest GCS customers globally, and supporting the teams’ Senior Managers with dedicated support.

 

Job Responsibilities:

 

Communications & Collateral Development

  • Partner with key teams across the organization (Global Merchant and Network Services, General Counsel’s Office, Compliance, GCS Global Client Group and Large Market field teams) to update and expand the Coverage Playbook and ensure that the communication strategy supports the Playbook’s position as one of GCS’ most downloaded documents
  • Lead field communication strategy (e.g. Chatter, Community, etc.) to showcase relevant new merchant wins and coverage expansion
  • Create education materials, launch campaigns and attend field segment calls to drive field awareness and adoption of internal and client facing tools

Training

  • Develop and support training content and delivery of innovative coverage training materials including, but not limited to, Quarterly Office Hours and Regional Training Sessions as well as On Air support

Consultations

  • Lead pilot of “Coverage Concierge” help desk to provide a central source for addressing field questions. As part of the pilot, contribute to defining how we will measure success and provide a recommendation following the completion of the pilot
  • Support teams’ Senior Managers with dedicated customer support, ultimately working toward independently supporting prioritized requests

Tracking & Measurement

  • Manage team metrics throughout the month to identify any gaps and help team with recommendations to address those gaps prior to next measurement period
  • Deliver reporting package for review with Coverage and Field Leadership ensuring timely completion, accuracy of metrics and analysis of trends

Qualifications

  • Customer-first mindset
  • Excellent strategic thinking
  • Strong verbal and written communication skills
  • Ability to build relationships across cross-functional teams
  • Ability to remain positive while juggling multiple projects
  • Organized multi-tasker with extreme attention to detail
  • Project management skills with the ability to drive results and projects to completion and within budget
  • Proficient in Excel, PowerPoint and other Microsoft Office software
  • Knowledge of Salesforce.com and DocBox, or other sales collateral systems, preferred
  • Bachelor's degree required
  • Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


ReqID: 19004298
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Mar 13, 2019, 3:49:24 PM
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