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.

This is a 6 months Fixed Term Contract

How will you make an impact in this role?

The Travel & Lifestyle (TLS) Channel Servicing Strategy team is responsible for ensuring intelligent and futuristic capabilities to recognize customers’ needs and preferences, enabling skilled digital and voice teams to resolve Travel and Lifestyle enquiries effectively and provide exceptional experiences every time.

In this role, you will report to the Channel Strategy Director and support the evolving vision and strategy of TLS servicing. You will need to partner with different capability and technology teams to define and implement a contact strategy for TLS, that is efficient, compliant, exceeds customer expectations. This role also needs to be proficient with data and extracting strategic insights pertaining to the deliverables.

Roles & Responsibilities

• Use customer data and performance metrics to derive insights, identify opportunities, and recommend solutions to improve the customer and agent experience
• Redesign processes to meet future requirements
• Strategize, size, prioritize & execute on complex projects in various servicing channels 
• Manage internal partner relationships, communicating across functions and business to drive change.

• Work across enterprise teams to support discovery and implementation of solutions to enhance the Card Member Experience to achieve both short and long-term business goals
• Maintain a thorough understanding of the TLS business, including relevant servicing models 

Minimum Qualifications

• A good understanding of current and future contact channels, including but not limited to email, live chat, telephone etc. would be preferred

• Proven ability to develop and execute innovative mid to long-term customer experience strategies to elevate the overall experience
• You must have a "can do" attitude, a good balance of technical knowledge and business insight, with a passion for user experience and an interest in emerging technologies
• Resilient and flexible, with the ability to deal with ambiguity and rapid change

• Proficient in leveraging data insights and translating to actionable strategy

Preferred Qualifications

• Bachelor’s degree in Business, Engineering, or related field or equivalent work experience
• Experience with Cornerstone and reporting tools such as Qualtrics or Tableau

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.