American Express Careers

Manager / Sr. Manager - US Small Business Customer Insights

New York, New York
Digital Commerce Marketing

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Job Description

The American Express Global Commercial Services (GCS) business unit is the global leader in providing payments solutions for Small, Medium and Large businesses. Our brand positioning of “Don’t do business without it” relies on a suite of solutions for business owners.  For example, product solutions that deliver financial flexibility, increased visibility into their business spending, added control, improved efficiency, rewards and cost savings. Our card programs also help keep employees safe, secure and productive while on the road.
The American Express US SME Commercial Services Marketing team is responsible for acquiring attractive Commercial customers and for creating long-term strategies that drive engagement and loyalty.  The Lifecycle Marketing and Segmentation team sits within the GCS Small Business Segment marketing team and is responsible for transformational data, insights, segmentation and marketing execution. A critical focus for the team is to deliver customer insights to the broader US SME Marketing teams helping transform the way we market to our customer, with a customer-first lens.
This role will be responsible for championing the voice of the customer by gaining a better understanding of the customer’s needs and how our marketing solutions can meet those needs. Someone interested in this role should exhibit a passion for the customer, have a love of data and connecting it to insights, and the ability to work cross-functionally and collaborate to help drive marketing strategies forward across channels and products.
Specifically, this individual will be responsible for: 
  • Analyzing customer insights on an ongoing basis to create and maintain an insights handbook for the Small Business Segment Customer Marketing team
  • Partner across the marketing organization to develop marketing plans stacked against customer insights and develop a forum to share both insights and test and learn activities across the team
  • Lead the US SME customer segmentation strategy for the small business segment, in partnership with the Middle Market team
  • Better understand opportunities to improve our customers’ experiences through evaluating their marketing journeys
  • Play point on all new research needs, for the Small Business Segment, with the Amex Insights team


  • Intellectually curious; big picture thinker; eager to drive change
  • Avid customer advocate and innovative problem solver with demonstrated success developing and implementing insights-driven strategies that deliver quantifiable results
  • Strategic, framework-oriented thought leader who uses data, logic, best practices and competitive analysis to influence others towards adopting the most customer centric approach possible
  • Proven track record of translating data into insight and actioning the insights through marketing strategies
  • Experience managing multiple stakeholders across roles and functions
  • Clear and articulate communicator who can influence peers, partners and provide strategic thought leadership
  • Bachelor's Degree required
  • 5-7 years experience of translating insights into marketing strategies and approaches. 

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: 19008601
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 13, 2019, 7:28:28 PM
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