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Director - Global Digital Customer Engagement
American Express
61.6km | , UK
role reference:  wyw_#00417
Location
61.6km | , UK
Salary
Competitive salary
Contract Full-time
Industry Financial Services
Hours 37.5 - 37.5 Hours
Closing date 30/09/2022
  • UI DESIGN
  • UX DESIGN
  • UX RESEARCH
  • Team Management
  • CUSTOMER ENGAGEMENT STRATEGY
  • CUSTOMER ENGAGEMENT
Description:

American Express entered the travel agency business in 1915, and today is one of the world’s largest luxury travel and lifestyle service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, outstanding service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services. TLS plays a critical role in Card customer engagement, loyalty and satisfaction, in addition to driving direct travel revenue and cost savings.

The Global Digital Customer Experience (DCX) organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all-time highs, and through continued investment and focus, we seek to continue building out our infrastructure and front-end digital experiences to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.

We are seeking an experienced director to fuel that growth by leading and enabling next-generation transformation in our TLS business in driving engagement with new Cardmembers and deepening loyalty with existing ones. The incumbent will be responsible for setting the vision for and delivering on a roadmap of new features and capabilities focused on our most critical engagement mechanisms – trip planning tools, personalization, benefit reinforcement, and cross-/up-sell, to name a few. In addition, the role will lead the centers of excellence (COEs) focused on customer insights and analytics, which empower TLS product owners with sophisticated insights and help enable strategic prioritization of the DCX team’s roadmap. This individual will also work with product leaders and stakeholders across the global online business to define integrated platform roadmaps in support of continued advancement of TLS’s top engagement channel.

Key Responsibilities: 

  • Define customer engagement strategy across the travel sites, in close partnership with marketing and other enterprise partners, for our 16 global digital markets
  • Lead definition and delivery of feature enhancements and new capabilities in support of that strategy
  • Lead team of experienced product owners/managers in solutioning and prioritizing work across internal and external development teams
  • Coordinate COE teams focused on customer insights and analytics, including leading our research practice and test-and-learn and experimentation regime
  • Ensure brand guidelines and UI/UX best practices are deployed and followed across product teams delivering travel site enhancements
  • Own relationships with design agency, research partners, and other key constituents delivering insights and engagement services
  • Serve as product lead for “top-of-funnel” pages and digital assets spanning the planning/inspiration phase of customer travel lifecycle (including the Amex Travel homepage, Profile module, and others), as well has shared global assets within booking and post-booking funnels (e.g. navigation)
  • Ensure POA business architecture and key tenets of delivering seamless, omnichannel experiences are met/exceeded in all new work delivered from the team

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

Key skills:
  • UI DESIGN
  • UX DESIGN
  • UX RESEARCH
  • Team Management
  • CUSTOMER ENGAGEMENT STRATEGY
  • CUSTOMER ENGAGEMENT
Competitive salary

CONTRACT

INDUSTRY

Role Type

Closing Date

37.5 - 37.5 Hours
Flexibility:
Working Patterns
Flexi-Time
Compressed Hours
Full-time
Flexibility:
Workload
Phased Retirement
Flexibility:
Workplace
Hybrid Working (Office / Home)
Work From Home (WFH)
Office Working
Flexibility:
Life event
Shared Parental Leave
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