Senior Manager - Digital Features Activation & Innovation

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The U.S. Consumer Services Team is responsible for our suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, U.S. Consumer Banking, and best-in-class marketing programs across customer, prospect, and partner channels. 

The USCS team is focused on making membership an indisputable competitive advantage and helping each other become better leaders every day.

The U.S. Consumer Marketing team (USCM) is part of the US Consumer Services Group and is responsible for making membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle.

Our mission as a US Customer Loyalty Marketing team is to grow share of Card Member hearts, minds, and wallets by activating, engaging, and recognizing our customers through innovative, customer-centric marketing that makes membership matter. The marketing the Loyalty team educates, and excites our Card Members about their products, benefits, services, and experiences, delivering against share-driving goals for US Consumer on behalf of the Blue Box. 

The Membership Activation team delivers on the promise to our Card Members’ memberships starting at the point of onboarding and extending through new behaviors that we know drive customer and business value.

As part of our focus on Membership Activation, the Digital Features Activation & Innovation team supports various digital products and pilots, ensuring we serve as the voice of the customer and highlighting core membership value.

How will you make an impact in this role?

The Senior Manager - Digital Features Activation & Innovation will lead a team of 2 direct reports to optimize and deliver the end-to-end marketing and communications strategy and plan to drive consideration, awareness, activation, and repeat usage of our digital experiences – with focus on Peer 2 Peer payments and net new innovation initiatives across areas like alternative payments and discovery.

You will play a key role in identifying customer needs, consulting and building unique go to market strategy and leading cross-functional initiatives in partnership with Amex Digital Labs, Enterprise Digital Experiences, and Global Servicing Group.

This is a critical customer-first role that will be responsible for the intake of new product launches and existing strategies, tailoring them to meet consumer needs in a personalized, relevant way. This team is fast paced and evolving rapidly to meet the ever-changing payment needs of our customers and position Amex as a first mover in new digital spaces.

This role is for you if you enjoy leading a large, diverse remit. You will play a central role in identifying customer needs, evaluating new customer experiences/requirements, and partnering with Labs to navigate a complex and ever-changing space. This is an opportunity for someone who loves a challenge, wants to be stretched and who plays to win.

Key Responsibilities:

• Consult on innovation initiatives and assess marketing opportunities to support awareness, consideration and adoption in partnership with Amex Digital Labs
• Collaborate closely with analytics, product, enablement and business development teams to fully vet product functionality/goals, UX, and Enterprise value. 
• Define and deliver end-to-end marketing strategies to drive awareness, adoption and engagement of new payment/pilot products (ie: target audience, channel mix, measurement framework.)
• Work with analytics to develop customer segmentation, targeting and capabilities to drive meaningful campaigns.
• Partner with Amex Digital Labs to support product Marketing efforts such as R&D, positioning, and value prop development.
• Lead and motivate a team to deliver the marketing brief across all segments and/or channels.

Qualifications:

• Experienced, proven marketer with channel and customer experience. Leadership experience a plus.
• Proven experience in a senior marketing role with demonstrated success in navigating complex campaigns/projects and driving cross functional collaboration. 
• Data-driven marketer with expertise in leveraging data to make decisions, prioritizing unsentimentally, and demonstrating meaningful impact. 
• Strategic thinker with the ability to work through unstructured problems and develop clear action plans and priorities. 
• Outstanding communication skills. Can partner, influence, and thrive in a matrixed organization and an ability to present to stakeholders with gravitas and confidence. Effective communicator across all band levels. 
• Ability to articulate a compelling vision for best in class, human-centric marketing. 
• High energy, self-starter, team-oriented, innovative and entrepreneurial spirit. 

Salary Range: $80,000.00 to $155,000.00 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• 6% 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.

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

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.

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