Director, Customer Journeys GMNS

At American Express our culture is built on a 175-year history of innovation shared values and Leadership Behaviors and an unwavering commitment to back our customers communities and colleagues. As part of Team Amex youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills develop as a leader and grow your career.

Here your voice and ideas matter your work makes an impact and together you will help us define the future of American Express.

As part of the Global Merchant & Network Services group (GMNS) the Network & Acquirer Solutions (NAS) team is at the core of American Express uniquely positioned to support every business unit and customer across the Enterprise. The American Express Network enables over $1.6 trillion in annual spend serving our Issuers and Acquirers in more than 170 markets worldwide. We are driving a strategic multi-year transformation of our Acquiring ecosystem Acquirer Platform Transformation (APT) which will enable us to develop innovative products services and solutions that will anticipate our future merchant and acquiring partners needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries are able to quickly adapt to an ever-changing regulatory environment and are developing strong value-added services that deepen the relationships with our acquiring customers.

How will you make an impact in this role

Reporting into the Vice President of GMNS Customer Experience and Servicing Strategy the Director of GMNS Customer Journeys will lead the transformation of critical customer journeys across the servicing experience including reconciliation disputes account management and digital access reducing friction driving adoption and strengthening partner relationships. This role will identify opportunities to radically transform the experiences our global customers have with these journeys. You will partner closely with client management operations servicing control management and technology teams to develop new ways of partnering with GMNS.

Responsibilities:

• Set vision strategy and priorities for GMNS customer journeys including definition of Outcomes and Key Results and creation of customer personas and journey maps
• Champion the voice of the customer including Merchants Payment Facilitators Network Partners and Processors to drive the experience strategy forward across GMNS
• Develop and manage the roadmap to transform journeys and syndicate with key stakeholders and business partners
• Research and understand colleague and customer needs to inform data strategy requirements and product roadmap
• Partner with Product Delivery Technology Design and business stakeholders to define capabilities and execute on product roadmap
• Collaborate with Control Management Compliance GCO Privacy and other risk experts to adhere to and enhance control and compliance to global local and enterprise policy and regulations
• Partner closely with Client Management Marketing and Policy teams globally on identifying emerging customers needs and industry trends to inform product strategy and roadmap
• Lead and develop a team of high-performing product managers that effectively influences across band levels and lines of business.

Minimum Qualifications

• Product & Industry Expertise: Proven experience leading digital product strategy and delivery ideally within payments financial services or technology industries.

• Strategic & Entrepreneurial Leadership: Ability to spot emerging trends translate insights into actionable strategies and build the business case to drive innovation and organizational change.
• Team Leadership: Track record of developing and inspiring diverse high-performing teams and generating strong followership across a matrixed environment.
• Intellectual Curiosity & Problem Solving: Creative and analytical thinker with the ability to navigate ambiguity and solve complex undefined problems.
• Executive Communication: Exceptional communicator able to distill sophisticated topics into clear compelling narratives tailored for varied audiences.
• Collaboration & Influence: Highly collaborative leader who builds trusted relationships across internal and external partners to deliver outcomes that go beyond traditional boundaries.
• Mindset & Presence: High energy optimism and authenticity with a strong sense of the Blue Box Values

Non-considerations for sponsorship:

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

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical dental vision life insurance and disability benefits (depending on location)
• Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

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