Director, Change Management Strategy & Implementation

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

The U.S. Consumer Services Team (USCS) 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 U.S. 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 Director of Change Management Strategy and Implementation will lead the adoption roadmap and training for the future marketing execution model across U.S Consumer Marketing. The Director will be responsible for driving organizational change, ensuring seamless process transition, and enabling teams to effectively manage new tools and processes, including those for Project Flywheel. Project Flywheel is the Enterprise initiative focused on advancing the end-to-end marketing execution technical and operational ecosystem to drive greater efficiency, business impact, and support the next generation of marketing processes and platforms.

Key Responsibilities: 

• Lead the Flywheel change management rollout across U.S. Consumer Marketing to ensure a seamless transition of execution capabilities into workflows

•  Anticipate and mitigate adoption challenges

• Own organization communication updates and feedback loop between U.S. Consumer Marketing and the Marketing Transformation team to drive alignment and a successful process rollout

• Define, develop, and deploy training materials in partnership with the Product and Marketing Operations teams

• Measure and report on training effectiveness, marketer satisfaction, and adoption

Minimum Qualifications:

• Demonstrated experience leading cross-functional teams

• Strong interpersonal, leadership and influencing skills with the ability to work with partners across different functions and communicate with all levels of colleagues

• Strong analytical skills with the ability to identify gaps and implement scalable solutions

• Self-starter with the ability to thrive in an evolving environment and a bias towards action

• Team player with a passion to create the best customer experience for our Marketers

• Familiarity with enterprise-wide change management efforts preferred

• Bachelor's Degree required

Salary Range: $123,000.00 to $215,250.00 annually + bonus + benefits

The above represents the expected salary range for this job requisi