Sr Customer Experience Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Amex GBT Consulting is the consulting arm of American Express Global Business Travel, the leading Software and Services Company in the world.  Within the consulting organization – comprising of 200+ consultants across the globe - we work with the worlds most respected organizations and brands to accelerate their programs, applying our technology and expertise to enable social, economic and environmental progress.  Operating in a continually changing environment, our diversified consultants deliver on multi-disciplinary projects around travel and expense program optimization, from traditional sourcing activities up to enhanced sustainability initiatives.

We’re now looking for an ambitious Sr. Customer Experience Manager to join our consulting team based in the US. 

What You'll Do

You will manage the customer experience for a large enterprise hotel program by guiding and directing the customer and affiliate partners in an efficient, effective manner to achieve the objectives as set for in the engagement SOW, within the agreed timelines and associated costs. You will enjoy interacting across a diverse range of subject matters – including strategic hotel category sourcing, help desk/support management, remittance management, BI analysis, marketing and communications, sustainability, social media content creation, partner engagement and spend management to name but a few. 

You play a critical role in building and managing the transformation infrastructure and strategy by owning multiple transformation workstreams and priorities. You’ll exude confidence being in front of customers regardless of their seniority and will be able to present and communicate well in all scenarios.

This Sr. Customer Experience Manager role owns two key strategic categories, Change Management & Transformation and Communications.

Change Management & Transformation

The Sr. Customer Experience Manager will play a key role in ensuring the Enterprise Client’s hotel program transformation initiatives meet objectives on time and on budget through increased, efficiency, adoption and usage.  This role leads initiatives that streamline workflows, reduces waste, and enhances overall performance across the organization.

What you’ll do:

• Leverage your strong analytical skills, critical thinking abilities to drive organizational change by optimizing business processes.
• Design, map, analyze and redesign operational processes and identify problems and develop innovative solutions to streamline workflows.
• Analyze existing operations, develop and implement a strategic plan to improve the servicing performance through process optimization, automation and implementation of various tools, processes, and applications.
• Collaborate with cross-functional teams to understand business objectives, requirements, and challenges.
• Conduct root cause analyses to identify underlying issues, analyze data to identify trends & areas for improvements and develop data-driven solutions to address them.
• Develop and implement standardized processes, procedures, and standard methodologies to drive consistency and efficiency.
• Develop and implement metrics and KPIs to supervise process performance and measure the impact of improvement initiatives.
• Communicate progress, successes, and challenges to senior leadership, providing regular updates on the status of transformation initiatives.
• Provide guidance and coaching to project teams and partners to ensure successful implementation and sustainability of improvements.
• Ability to multi-task on a variety of different projects, in a high pace environment.
• Stay abreast of industry trends and best practices in process improvement and business transformation, incorporating new methodologies and tools as appropriate.

Communications

The Sr. Customer Experience Manager will also focus on the people side of change – including changes to program processes, systems and technology by implementing communication strategies and plans that enhance adoption and usage and minimize resistance. 

What you’ll do:

• Devise strategies that increase proficiency of the cha