Senior Analyst, Digital Engagement And Servicing

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

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

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.

Consumer Marketing Services is responsible for marketing throughout the entire Card Member lifecycle of all US Consumer products including acquisition of new members, building early tenure relationships, loyalty marketing for existing members and retention efforts spanning all channels.

The person in this role will be part of the Onboarding & Digital Engagement team within the US Customer Marketing organization responsible for onboarding new customers and driving engagement with digital features. As stewards of the customer experience, we cultivate deep loyalty with our Card Members by nurturing them through cohesive, curated experiences in order to foster the right behaviors that fully unlock the unique value of American Express.

Our team partners closely with a variety of teams within Marketing, Servicing, and Enterprise Digital to design and execute direct marketing with the goal of onboarding, educating, and driving engagement with our Card Members.

What you will do:

You will be responsible for developing, influencing, and executing the marketing strategy to drive engagement with American Express’s suite of payment reinforcement tools. You will work cross functionally with internal and external stakeholders to help drive good payment behaviors with a specific focus on:

• Identifying customers that may need financial assistance

• Crafting an outreach strategy that drives enrollment in the Financial Relief Program

• Driving enrollment in peripheral payment features, including AutoPay

• Providing resources that help customers return to good financial standing

What you will own:

• Strategy development for Financial Relief Program
• Day-to-day communication with multiple creative agencies
• Campaign execution across email, direct mail, Amex.com, and the Amex App
• Cross-team coordination within Consumer Marketing, Credit & Fraud Risk, and Legal
• Tracking and analysis of campaign performance to report to stakeholders

Qualifications:

• An undergraduate degree
• 2-3 years of experience in cross-channel marketing
• Strong communication skills across a breadth of partners
• Comfortability with complexity, ambiguity, and white space
• Organizational skills and sharp attention to detail
• Strategic mindset to uncover new growth opportunities
• Comfortability with critical thinking and data analysis
• Keen focus on the customer experience
• Desire to join a fun, dynamic team committed to development talent

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.

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If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e., 2 doses for Moderna/Pfizer and 1 dose for J&J) in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.

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