Senior Manager, 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.

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 Director, GMNS Customer Journeys, the Manager of GMNS Customer Journeys will develop the strategic vision of key servicing journeys for customers including Merchants, Payment Facilitators, Network Partners and Processors. This role will identify opportunities to transform the experiences our customers have with journeys across the customer lifecycle, with an intial focus on onboarding and enablement. This includes setting the strategy, defining future use cases, ensuring our current roadmap enables the business for the future, and identifying opportunities to provide differentiated value to our Merchants and Partners. 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 and strategy for GMNS customer servicing journeys, including future state journey maps and capabilities
• Document clear, actionable business requirements to support product development and solutioning
• Define and continually refine prioritization to build and maintain product roadmaps including sustaining a backlog of features.
• Develop and manage the roadmap to transform servicing 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 deliver 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

Preferred Qualifications

• Experience: Background in managing digital products, developing journey maps and capability requirements, identifying our future business needs, and understanding the payments industry
• Entrepreneurial Mindset: Ability to spot new trends and opportunities, develop a business case which others can be persuaded to support, and overcome objections and obstacles in making the vision a reality.
• Intellectual curiosity: High intellectual curiosity, with excellent creative and critical thinking and problem-solving skills and ability to deal with ambiguous or undefined problems in our complex acquiring space.
• Strategic thought leadership: Strategic and innovative mentality, with the ability to synthesize and translate market and industry trends into opportunities for us