Senior Manager - Customer Insights and Digital Analytics Expert for Transforming Customer Experience in a 100% Remote Role

Unlock Your Potential with American Express Join the esteemed American Express team as a Senior Manager - Customer Insights and Digital Analytics, where you'll play a pivotal role in shaping the future of our Digital Customer Experience. As a 100% remote role, you'll have the flexibility to work from anywhere, backed by a culture that prioritizes your well-being and career growth. About American Express and the Role At American Express, we're committed to creating a workplace where everyone is seen, heard, and feels like they belong. Our Global Digital Customer Experience (DCX) organization is a strategic focus area for growth within Travel and Lifestyle Services, and we're investing heavily in transforming and optimizing our digital proposition and capabilities. As a Senior Manager - Customer Insights and Digital Analytics, you'll be instrumental in driving this transformation by analyzing customer engagement, measuring performance through Digital Analytics tools, and reporting on Customer Insights drawn from extensive UX Research, Competitive Analysis, and Customer Satisfaction survey analysis. Key Responsibilities Lead the development and execution of strategic initiatives by providing insightful and critical business insights to Senior Leadership on a regular basis. Drive improvements in the customer journey by gathering and analyzing customer feedback and website/marketing metrics, and sharing key learnings with cross-functional teams. Manage and optimize the use of onsite analytics tools, primarily Adobe Analytics, to inform business decisions. Define and direct the website's test and learn strategy, with a focus on A/B testing, to evaluate the performance of new features and functionality. Serve as the point-person for ad hoc business analysis, including evaluating continuous enhancements, measuring the impact of marketing campaigns, and interpreting customer sentiment. Create impactful reports, dashboards, and decks, and confidently communicate/present to audiences at all levels of the business. Lead a team of two full-time direct reports, one focused on Digital Analytics and the other on gathering Customer Insights through internal/external qualitative and quantitative research. Essential Qualifications To succeed in this role, you'll need: A well-developed analytical skill set and excellent problem-solving skills, with proficiency in Excel. Experience with Adobe Analytics (strongly preferred). The ability to manage and prioritize multiple activities, workloads, and objectives. A proven track record of driving results in a fast-paced, multi-dimensional environment. Effective interpersonal, communication, and presentation skills. The ability to develop and maintain collaborative relationships with product, marketing, and technology partners. Preferred Qualifications While not required, the following qualifications will give you a competitive edge: Experience in a digital analytics or customer insights role within a large organization. A strong understanding of UX Research and its application in informing business decisions. Familiarity with A/B testing and experimentation methodologies. A background in working with cross-functional teams to drive business outcomes. Skills and Competencies To excel in this role, you'll need to possess: Strong analytical and problem-solving skills. Excellent communication and presentation skills. The ability to work independently and proactively. A collaborative mindset and ability to build strong relationships with stakeholders. A customer-centric approach to driving business decisions. Career Growth Opportunities and Learning Benefits At American Express, we're committed to helping you grow professionally and personally. As a Senior Manager - Customer Insights and Digital Analytics, you'll have access to: Career development and training opportunities. Mentorship and coaching from experienced leaders. A culture that encourages innovation and experimentation. Opportunities to work on high-impact projects that drive business outcomes. Work Environment and Company Culture At American Express, we prioritize your well-being and career growth. Our work environment is characterized by: A flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need. A culture that values diversity, equity, and inclusion. A commitment to supporting your physical, financial, and mental health through various benefits and programs. A collaborative and dynamic work environment that encourages innovation and creativity. Compensation, Perks, and Benefits We offer a competitive compensation package that includes: A salary range of $90,000 to $165,000 annually. Bonus incentives. A 6% Company Match on retirement savings plan. Free financial coaching and financial well-being support. Comprehensive medical, dental, vision, life insurance, and disability benefits. 20+ weeks paid parental leave for all parents, regardless of gender. Free access to global on-site wellness centers staffed with nurses and doctors. Free and confidential counseling support through our Healthy Minds program. Join Our Team If you're a motivated and experienced professional looking to drive business outcomes through data-driven insights, we want to hear from you. Apply today to join our team as a Senior Manager - Customer Insights and Digital Analytics and help us shape the future of our Digital Customer Experience. 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. Don't hesitate - apply today and let's build the future together! Apply for this job