Analyst/Sr Analyst, Foundational Customer Capabilities

Description

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.

How will you make an impact in this role?

The successful candidate will be responsible for the management and enhancement of Foundational Customer Capabilities for Cardmembers, including payment capabilities (Contactless, Mobile Wallets, Chip and Pin, Safekey etc), bill payment capabilities, statements and marketing & language preferences. The successful candidate will work with internal (Digital Labs, Customer COE, GMS, Financial Crimes, Operational Excellence, Servicing) and external (Mobile Wallet partners) teams to launch and manage enhancements to the capabilities all Cardholders rely on for the foundational use of their Card products. Additionally, the individual will be responsible for the implementation of the customer communication and experience strategy associated with these capabilities.

Responsibilities

• Responsible for the management and enhancement of Foundational Customer Capabilities for Cardholders, including Payment Capabilities (Contactless, Mobile Wallets, Chip and Pin, Safekey etc), Bill Payment capabilities, statements and marketing & language preferences. Able to lead the local review, approval, testing, launch and post implementation assessment of new capabilities and enhancements.

• Responsible for developing and executing the customer communication and user experience strategy for foundational customer capabilities.

• Responsible for the monitoring of capability operational effectiveness, with an ability to diagnose if capabilities are not operating at expected levels and identify new customer behavioral trends.

• Accountable to monitor external payment customer trends, including new behaviours, tech adoption and customer needs...

• Manage key relationships with stakeholders, internal business partners and external vendors.

Minimum Qualifications

• University degree in marketing, business administration, or similar careers. 

• Experience in project management and capability delivery in a matrix organization,

• Must be a proficient in use of Excel and Power Point and be comfortable with the rest of the Microsoft Office suite,

Preferred Qualifications

• Experience in execution of digital marketing strategies and digital campaign management.

• Superior communication and influencing skills. This includes presenting to peers and senior management, and being able to sell new ideas and solutions.

• Customer-centric mindset, with proven ability to craft initiatives, programs and campaigns that appeal to customers.

• Excellent relationship-building skills and growth mindset with superior attention to detail.

• Passion for driving results.

• Knowledge of the Financial Services/ Payments industry an asset.

Personal Attributes Sought

• Naturally curious mindset.

• Seeks opportunities to learn and develop.

• Professional, self-motivated and driven to succeed.

• Integrity & personal accountability.

• Collaborative & inclusive.

Qualifications

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

• 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

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the "Prohibited Grounds"). If you have a disability and need accommodation, please speak with the Recruiter for more information.

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

Job: Marketing

Primary Location: Canada-Ontario-Toronto

Schedule Full-time

Req ID: 24021494