Senior Manager - TLS Global Centurion Servicing Strategy Design

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.

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life every day.

As we continue to enhance our value propositions for our most premium customers, servicing plays an ever-increasing critical role. Our Centurion Card Members are global citizens, American Express strives to deliver a consistent and world-class servicing experience across our global footprint.

The TLS Global Centurion Servicing Strategy team is responsible for designing the Centurion Servicing Experience and deepening engagement by setting the service delivery strategy and standards across all TLS Markets. You will report into one of the Global Centurion Servicing Strategy Design Director and will support the defining and evolving the Global Centurion Servicing Strategy approach.

Go above and beyond at a company that sets the standard for customer-first service!

How will you make an impact in this role?

The Senior Manager will be responsible for delivering on business goals through the lens of Centurion Customer, Shareholders and Colleagues. They will work in partnership with local country and central Product & Marketing, Operations, and cross functional TLS COE teams to designing winning strategies aligned with a Global Centurion vision.

• Using data to find opportunities to enhance customer experience
• Evaluating the existing strategies and procedures to assess suitability
• Maximising a constantly updated external perspective to ensure our servicing strategies are industry leading
• Designing Card Member segmentation strategies by understanding and applying multiple data points to create new ways of thinking about Card Members and their needs
• Designing servicing models in collaboration with relevant teams
• Establish and maintain a global network to identify best practice and maximise effectiveness of change
• Working on special and business projects where Centurion Servicing is a key aspect of the Card Member experience
• Lead, coach and mentor direct reports

Minimum Qualifications:

• Significant experience in developing and executing complex strategies
• Leadership experience
• Resilient and flexible, with the ability to deal with ambiguity and rapid change
• Creative, with ability to combine processes with new ideas to create compelling experiences for customers to deepen their engagement
• Ability to manage and influence large, complex initiatives involving multiple business groups and stakeholders
• Ability to analyze data to determine an effective strategy for growing the engagement of the customer base, and prioritize treatments to enhance the customer experience
• Experience in Operations & Customer Servicing
• Experience and understanding of the luxury space
• Expert in the crafting of Executive level communications and presentations
• Proven track record in leading change management efforts

Compliance Language

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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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

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.

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