61.6km | , UK
|Hours||37.5 - 37.5 Hours|
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.