Senior Manager, Customer and Brand Strategic Insights

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As a part of our diverse community of marketers, you can have a breadth of different marketing experiences and do virtually anything from connecting small businesses to new customers to uncovering insights that inspire the future of payments.

Create a dynamic career while doing work that matters for people and businesses everywhere. Find your place in marketing on #TeamAmex.

As the Senior Manager of Customer and Brand Strategic Insights within the Global Brand Strategy and Insights (GBSI) Measurement Insights team, you will act as a strategic consultant, leveraging both primary and secondary research sources to identify opportunities to deepen loyalty, guide brand strategy and fuel growth of our Consumer, Global Commercial and International card and banking Members.

Primary Responsibilities Include :

• Measuring customer satisfaction (e.g. NPS, OSAT) in the context of product and brand experiences, linking results to demonstrable business outcomes, and enabling a system to close the customer feedback and retention loop.
• Expanding the enterprise customer knowledge base by complementing proprietary data and insights with reporting of publicly issued, syndicated data.
• Commissioning custom research and analyses to inform business opportunities to maximize efficiency and growth among strategic customer and business segments, improve customer experiences and deepen loyalty.
• Partnering closely with Strategy and Planning partners to deliver powerful customer insights that help inform decision making and investment strategies.
• Managing research agency partners and work-flow to ensure quality and accuracy, cost efficiency, and timely completion of deliverables.
• Contributing to a culture of innovation by finding new and better ways of doing things : identifying, creating and employing innovative research and operational approaches.

Qualifications :

A Qualified Candidate :

• Is able to design, manage and analyze complex, strategic market research :
• Has hands-on experience in quantitative, qualitative and experimental research methods, with the ability to design and lead execution of the research from the ground up.
• Understands which research techniques and methods will best address business objectives and can articulate rationale and / or 'defend' those methods in discussion (quant vs qual, experimental vs forced exposure, segmentation, conjoint, max diff, etc.).
• Takes a consultative approach with business partners; helping to articulate and prioritize information needs and translating business needs into 'researchable' objectives.
• Can proactively identify quality issues with a proposed method or analysis and suggest alternatives and / or solutions.
• Has strong research report writing, presentation and 'story telling' skills :
• Is able to translate research findings into compelling and actionable recommendations for the business.
• Has the agility and judgment to "read the room" and appropriately adapt to situations when articulating insights to an audience;

is able to think on their feet.

• Has strong skills in software required to analyze data and produce reports (Excel, PowerPoint).
• Is comfortable utilizing and interpreting statistical methods of data analyses (significance testing, cluster / segmentation analysis, regressions / driver modeling, etc.).
• Models exceptional leadership behaviors :
• Operates with a can-do attitude and is able to easily flex in the face of changing priorities.
• Effectively works through conflict or ambiguity; Proactively seeks solutions to problems.
• Communicates effectively (verbally and written), one-on-one as well as in large groups.
• Demonstrates strong planning and organization skills with ability to lead highly interdependent, complex initiatives and keep various workstreams on track.
• Builds equity with stakeholders; collaborates and influences through complex relationships.
• Holds a Bachelor's degree plus a minimum of 7 years of experience in consumer insights or market research related roles.

Preferred Qualifications

• A mix of research vendor / agency and client-side experience.
• Marketing or market research related post-graduate degree.
• Experience managing customer sentiment measurement programs or large-scale global tracking studies (NPS, OSAT).
• Experience with data visualization software (Qualtrics, Tableau).

Qualifications

Salary Range : $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include :

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities
• Access to Amex Marketing U, a unique learning and development program built for marketers, by marketers. Amex Marketing U inspires marketers to develop their career through innovative learning experiences and opportunities that foster collaboration and knowledge sharing across the enterprise.

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture.

Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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