American Express Careers

Director Contact Capabilities Transformation

Brighton, United Kingdom
Consulting Operations

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Job Description

Make an impact on our business and the business world. 

The Contact Capabilities Transformation team leads projects that transform the Contact Centres for the GSG at American Express. We work with colleagues throughout GSG as well as partnering with  both our IT teams and external suppliers to ensure we deliver on aggressive Network Transformation targets. We are looking for a highly motivated and skilled Director to join the team to lead our Call Centre modernization migrating to ConneX or Genesys (DARWIN)


This position is responsible for direct leadership of a team of professionals in the delivery of projects for GSG.  This position will head up and lead the deployment and transformation of our European Contact Centre migrating to an Omnichannel solution.

Responsibilities include partnering with our colleagues in Information Technology and Global Transformation & Engineering Network as well as working with our external providers for the implementation of the system.

This will include but not limited to ensuring the product is developed and implemented to align with the business strategy. Driving speed to market as well as controlling scope and some funding management.


Director of Product Management will be responsible for:

  • Solutions Manager for European ART (Agile Release Train)
  • Managing and overarching the PI Process 
  • Driving delivery and sprint increments 
  • Work with the team Directors and Business Architect to create and deliver on strategy
  • Work with IT and external partner on new innovative solutions
  • Updating Senior Leader up to EVP level
  • Finance management
  • Telephony Experience and understanding

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


The ideal candidate will have the following attributes:

  • Agile and SAFE trained and demonstrated experience (Critical)

  • Genesys delivery experience (required)

  • Strong relationship skills

  • Strong people leadership

  • Thorough understanding of Omni Channel

  • Thorough understanding of End to End Genesys platform (SIP, Routing, WFM, Recording, Analytics and reporting, softphone end points, WDE etc etc )

  • Product Ownership experience

  • University Degree or equivalent experience

  • Significant experience on a large custom Genesys or Omni Channel platform delivery

  • Previous experience interacting with and presenting to executives in a global organization

  • Financial Institutional experience; preferably with a global financial institution

  • Experience leading full life-cycle change activities, including vision setting, leadership/change sponsor alignment and engagement, stakeholder analysis, impact identification, readiness assessment, communication strategies, education plans and measurement of adoption.

  • Experience applying change management frameworks to a variety of types of projects, flexing frameworks and tools per project needs.

  • Experience leading transformational and enterprise projects, as well as engaging with multiple verticals within an organization

  • Excellent communication, facilitation, and presentation skills including to senior leadership

  • Team player, comfortable to work with people from diverse cultural backgrounds, within a cross-border, remote team environment

  • Ability to handle multiple assignments and tasks independently/with minimal supervision

  • High-level of flexibility with the ability to absorb new information and adapt to change quickly

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.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

ReqID: 19016003
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 13, 2019, 3:43:42 AM
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