Senior Manager-Customer Insights and Digital Analytics

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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.

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The Global Digital Customer Experience (DCX) 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. 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.

The Senior Manager, Digital Analytics and Customer Insights position will play a critical role in shaping the continued strategy for the Digital Customer Experience team by analyzing customer engagement and measuring performance through Digital Analytics tools such as Adobe Analytics. The role will also report on Customer Insights drawn from extensive UX Research, Competitive Analysis and Customer Satisfaction survey analysis. 

Reporting into the Director, Digital Customer Engagement, the successful candidate should possess a unique blend of analytical, strategic, relationship and presentation skills for success in the role. The individual should have a high level of comfort with driving data analytics, working proactively and independently to develop and conduct analysis for the team, and sharing out findings and recommendations. This person should also be comfortable reporting on the outcome of UX Research, and helping to steer the ongoing research strategy within DCX

The Senior Manager will lead two full-time direct reports, one focused on Digital Analytics and the other on gathering Customer Insights through internal/external qualitative and quantitative research. 

Responsibilities:

This role will be critical in continuing to evolve the Digital Customer Experience team’s growth by owning reporting, strategic business analyses and customer insights/research. S/he will focus on driving strategic initiatives by providing insightful and critical business insights to Senior Leadership on a regular basis. 

Other responsibilities include:

• Drive improvements in the customer journey by gathering and analyzing customer feedback and website / marketing metrics – traffic, click-throughs, conversion, bookings, etc. – and share key learnings with the Product, Technology, Marketing, and Partnerships teams as well as Senior Leadership.
• Manage and optimize the use of onsite analytics tools (primarily Adobe Analytics).
• Define and direct the website’s test and learn strategy – with a focus on A/B testing – in order to evaluate the performance of new features and functionality on the website.
• Play an ongoing role as the point-person for ad hoc business analysis including evaluating continuous enhancements, measuring the impact of marketing campaigns, interpreting customer sentiment, etc.
• Create impactful reports, dashboards and decks and confidently communicate/present to audiences at all levels of the business.

Required Qualifications/Qualities:

• Must have a well-developed analytical skill set and excellent problem-solving skills, with proficiency in Excel.
• Experience with Adobe Analytics strongly preferred.
• Ability to manage and prioritize multiple activities, workloads, and objectives.
• Must be able to develop and maintain collaborative relationship with product, marketing, and technology partners.
• Proven track record of driving results in a fast-paced, multi-dimensional environment.
• Effective interpersonal, communication and presentation skills.

Salary Range: $90,000.00 to $165,000.00 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.

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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