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, you'll 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.

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle service networks.  The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services.

The Global Digital Customer Experience organization is a strategic focus area for growth within Travel and Lifestyle Services and there is significant continuing investment to transform and optimize our digital proposition and capabilities. American Express Travel Online is a key proposition of our Card product sets. It serves as an accompaniment to the offline travel service for our premium products and is the primary travel portal for most other Card products in the international markets. American Express Travel Online not only drives direct revenue and cost savings but also plays an important role in overall Card product engagement, loyalty and satisfaction.

Role Purpose:

The Digital Product Analyst, Digital Customer Experience, will be responsible for supporting Digital Product Managers with the day to day running of a specified product portfolio, identifying opportunities to grow sales and cardholder engagement/satisfaction by improving, enhancing and differentiating the digital experience, and defining and delivering a portfolio of new and optimized travel product initiatives for the ongoing development of Amex Travel Online globally.

This opportunity will initially focus on “Travel Inspiration and Planning”, including but not limited to the ownership of the travel wish list for web, the online travel profile and how we inspire our Card Members to book through Amex Travel Online. The portfolio may change in the future to meet changing business needs.

Key Responsibilities:

• Support the implementation and on-going optimization of the digital travel platforms and capabilities into new and existing markets and partnerships from envisioning through implementation

• Act as Product Owner, providing scrum teams with user centered agile specifications (user stories) and acceptance criteria, maintaining the product backlog and facilitating the requirements, elaboration of epics, features and user stories within, participating in daily stand ups, PI/sprint planning & review meetings, retrospectives and end of sprint show and tells.

• In partnership with tech teams and / or external vendors, lead the project through our team’s agile development process, support the User Acceptance testing, tagging validation and overall project delivery

   

• Identify, recommend and drive through insight driven, short-term initiatives that enhance the performance of the department KPIs/OKRs alongside longer term projects.

• Track progress against key milestones and take corrective action where necessary.

• Manage specific local market configuration’s where necessary.

• Partner with design agency to craft and deliver creative assets.

• Act on information/recommendations provided from regular customer insight and operational bug/issue reports.

• Support management of third-party relationships, including TLM activities, contract maintenance and capability/technical integrations.

Skills

• Passion for digital with strong preference for the travel space

• Naturally adapts a customer-first mindset with a passion for the customer experience

   

• Ability to manage and prioritize multiple activities, workloads, and objectives

   

• Must be able to develop and maintain collaborative relationship with various business units and technology partners

• Experience of effectively coordinating activity across geographically/culturally diverse teams, both inhouse and with third party development/agency partners

• Highly organized and ability to perform well in high pressure situations

• Strong communication skills and experience storytelling with the ability to communicate complex, technical issues and topics, both written and verbal, to multiple audiences including leadership and key partner executives

• Product development, project management and personal time management skills, ensuring that work is produced to agreed deadlines and high standard in a B2C environment or Direct Channels environment

• Experience with Amex processes desirable

• Experience in Agile delivery methodology desirable

   

• Flexible “can do” attitude and desire to work in a fast-paced and dynamic team environment on several initiatives simultaneously

• Works well as part of a team but has the ability to manage and prioritize own work and be autonomous.

• Strong analytical skills able to draw conclusions from data, management information and trends alongside analysis of business processes and stakeholder requirements

• Working knowledge of travel reservations systems desirable

   

• Strong technical aptitude

Salary Range: $89,250.00 to $150,250.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

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 
• 6%25 Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

US Job Seekers - Click to view the “Know Your Rights” poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: https://www.eeoc.gov/poster

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