Senior Analyst - Chat

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

The U.S. Consumer Services Team 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, 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 US Customer Growth Marketing Team, within US Consumer Marketing, strives to deliver marketing on behalf of the enterprise that makes American Express essential to our Card Members; specifically, responsible for driving revenue growth from existing customers through spend and lend treatments, while ensuring we retain our best customers.

The Sr. Analyst will help drive performance within digital dialogic (Chat) channels through defining marketing strategy, offer execution/maintenance, and channel performance monitoring. This role provides significant channel management responsibilities and is a unique opportunity to drive strong business results and future business strategy through thought leadership. The Sr. Analyst will be responsible for leading cross functional meetings with partners across the enterprise. An ideal candidate will be interested in a balance of customer marketing, relationship management, user experiences, capabilities, and is able to learn and adapt quickly.

Key Responsibilities

• Flawless execution of marketing campaigns in chat channels
• Create simple yet effective dialogic marketing copy and user experiences for our CMs and CCPs
• Collaborate and maintain strong relationships with key partners
• Monitor marketing campaign performance on a weekly and monthly basis
• Define the offer strategy in partnership with product and marketing partners
• Bring new and innovative treatments and chat capabilities to market
• Break down complex problems into simple parts, develop creative solutions, and make recommendations to key stakeholders
• Define the strategy of future treatment opportunities in the channel

Qualifications

• Ability to look at situations/roadblocks from different angles and articulate a clear perspective on solutions
• Bachelor’s Degree
• Experience implementing customer marketing strategies and ability to articulate and measure success
• Ability to build and influence internal relationships while being able to adapt to obstacles in a highly collaborative, fast paced environment
• Superior verbal and written communication skills with the ability to tailor communication style appropriately depending on the audience
• Strong skills within MS Excel and PowerPoint
• Extreme attention to detail and accuracy with a strong sense of responsibility to themselves, colleagues, and their role
• Dialogic marketing skills preferred
• Technical/capability project management skills preferred

Salary Range: $55,000.00 to $105,000.00 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.

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:

• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Competitive base salaries
• 6% Company Match on retirement savings plan
• Bonus incentives
• Career development and training opportunities
• Free and confidential counseling support through our Healthy Minds program
• 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 financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits

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

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and supplement and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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