Manager, GMNS Customer Journeys

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.

At American Expressourcultureisbuilton a 175-yearhistoryofinnovationsharedvaluesand LeadershipBehaviours and anunwaveringcommitmenttobackourcustomerscommunities andcolleagues. AspartofTeam Amexyoullexperiencethispowerfulbackingwithcomprehensivesupportforyourholisticwell-beingandmanyopportunitiestolearnnewskillsdevelopasaleader andgrowyourcareer.

Hereyourvoiceandideasmatteryourworkmakesanimpact andtogetheryouwillhelpusdefinethefutureofAmerican Express.

How will you make an impact in this role

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.

Reporting into the Director GMNS Customer Journeys the Manager of GMNS Customer Journeys will develop the strategic vision of key servicing journeys for customers including Merchants Payment Facilitators Network Partners and Processors. This role will identify opportunities to transform the experiences our customers have with servicing journeys with an initial focus on Disputes. This includes setting the strategy defining future use cases ensuring our current roadmap enables the business for the future and identifying opportunities to provide differentiated value to our Merchants and Partners. You will partner closely with client management operations servicing control management and technology teams to develop new ways of partnering with GMNS.

Responsibilities include:

• Set vision and strategy for GMNS customer servicing journeys including future state journey maps and capabilities
• Document clear actionable business requirements to support product development and solutioning
• Define and continually refine prioritization to build and maintain product roadmaps including sustaining a backlog of features.
• Develop and manage the roadmap to transform servicing 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 deliver 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

Minimum Qualifications:

• Experience:Background in managing digital products developing journey maps and capability requirements identifying our future business needs and understanding the payments industry
• Entrepreneurial Mindset: Ability to spot new trends and opportunities develop a business case which others can be persuaded to support and overcome objections and obstacles in making the vision a reality.
• Intellectual curiosity:High intellectual curiosity with excellent creative and critical thinking and problem-solving skills and ability to deal with ambiguous or undefined problems in our complex acquiring space.
• Strategic thought leadership:Strategic and innovative mentality with the ability to synthesize and translate market and industry trends into opportunities for us to drive innovative AXP acquiring solutions.
• Entrepreneurial spirit:Consistent track record leading organizational change and delivering in complex and highly matrixed organizations
• Executive communication:Outstanding communicator who can distil sophisticated topics into clear and concise messages adapted appropriately for a broad audience.
• Highly collaborative: Ability to collaborate and build positive relationships with both our internal and external partners to deliver value beyond traditional means.
• Great attitude:High energy an optimistic attitude and a good sense of humour
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  Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.