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. The Direct Channels Team owns the end-to-end management and innovation agenda of Direct Mail, Phone and Chat acquisition channels with the goal of acquiring new to franchise prospects on premium, lending and cobrand card products.

The Senior Analyst on the Phone Acquisition team sits within PPCG, the Prospect, Partner and Customer Growth arm of USCS, and is responsible for acquiring new-to-franchise Cardmembers through the Inbound Phone channel.  The Inbound Phone channel provides a consultative customer experience for Prospects interested in becoming a Cardmember and supports them through the end-to-end application experience.  This channel is a critical area of focus as we seek to drive efficient acquisition growth at scale and enhance customer experiences.  This Senior Analyst will run the business, manage channel optimizations and drive transformational change for prospects looking to acquire Lend & Premium Card products.

Responsibilities include:

• Manage phone channel campaign execution through the creation and distribution of job aids & scripts to help drive a better consultative customer experience

• Serve as the Phone champion for all Lend & Premium product launches, refreshes, and benefit changes

• Own run the business channel operations including call-listening, issue resolution, sales support and Customer Care Professional (CCP) trainings

• Identify opportunities that will help motivate and drive Customer Care Professional’s performance
• Support and execute on the overarching Phone performance and efficiency plans through quantitative and qualitative data analysis
• Build cross-functional relationships across internal and external partners including Marketing, Operations, Product, Legal, Compliance, Risk & Creative Agencies

Requirements include:

• Highly motivated individual with a positive attitude
• Strong project management, and organizational skills with an attention to detail to ensure end-to-end flawless execution
• Ability to manage multiple projects at once, operate autonomously, and prioritize effectively
• Self-starter with demonstrated ability to work independently and through ambiguity and white space
• Passion for performance and direct channel marketing 
• Excellent problem solving and analytical skills
• Excellent verbal and written communication skills
• Strong relationship building skills with the ability to interact and influence internal and external partners 
• Motivation and excitement to be an active member of a direct-to-consumer, results-oriented, fun and fast-paced team

Salary Range: $55,000.00 to $105,000.00 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.

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

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