Director, GMNS Customer Journeys

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.
 

    About Network & Acquirer Solutions:

As part of the Global Merchant & Network Services group (GMNS), the Network & Acquirer Solutions (NAS) team is at the core of American Express, uniquely positioned to support every business unit and customer across the Enterprise. The American Express Network enables over $1.6 trillion in annual spend, serving our Issuers and Acquirers in more than 170 markets worldwide. We are driving a strategic, multi-year transformation of our Acquiring ecosystem – Acquirer Platform Transformation (APT) – which will enable us to develop innovative products, services, and solutions that will anticipate our future merchant and acquiring partners needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries, are able to quickly adapt to an ever-changing regulatory environment, and are developing strong value-added services that deepen the relationships with our acquiring customers.

Reporting into the Vice President of GMNS Customer Experience and Servicing Strategy, the Director of GMNS Customer Journeys will lead the transformation of critical customer journeys across onboarding, maintenance, and product enablement — reducing friction, driving adoption, and strengthening partner relationships. This role will identify opportunities to radically transform the experiences our global customers have with these journeys. You will partner closely with client management, operations, servicing, control management and technology teams to develop new ways of partnering with GMNS.

Responsibilities:

• Set vision, strategy and priorities for GMNS customer journeys, including definition of Outcomes and Key Results and creation of customer personas and journey maps
• Champion the voice of the customer including Merchants, Payment Facilitators, Network Partners and Processors to drive the experience strategy forward across GMNS
• Develop and manage the roadmap to transform journeys and syndicate with key stakeholders and business partners
• Research and understand colleague and customer needs to inform data strategy, requirements and product roadmap
• Partner with Product Delivery, Technology, Design and business stakeholders to define capabilities and execute on product roadmap
• Collaborate with Control Management, Compliance, GCO, Privacy and other risk experts to adhere to and enhance control and compliance to global, local, and enterprise policy and regulations
• Partner closely with Client Management, Marketing and Policy teams globally on identifying emerging customers needs and industry trends to inform product strategy and roadmap
• Lead and develop a team of high-performing product managers that effectively influences across band levels and lines of business.

   Preferred Qualifications:

• Product & Industry Expertise: Proven experience leading digital product strategy and delivery, ideally within payments, financial services, or technology industries.

• Strategic & Entrepreneurial Leadership: Ability to spot emerging trends, translate insights into actionable strategies, and build the business case to drive innovation and organizational change.
• Team Leadership: Track record of developing and ins