Project Analyst - Travel & Lifestyle Servicing (TLS) Global Business Integration

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.

How will you make an impact in this role?

Travel and Lifestyle Services (TLS) is a key component of the value proposition of the American Express premium card products. TLS is focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium Card Members.

Global Business Integration (GBI) is an organization dedicated to supporting and integrating business change into TLS through change execution and project management. Projects we support range from Product or Benefit launches, refreshes, or decommissions, new or enhanced Card Member digital capabilities, marketing communications or campaigns, regulatory-driven changes, and internal servicing processes and strategies. In addition, the GBI team also champions accurate and transparent customer facing marketing material and partners with TLS product, TLS operations, Operational Excellence, US Consumer/GNICS and others to identify and resolve defects that are driving bad demand into TLS and more importantly to our Card Members. To ensure readiness for change, GBI oversees customer journeys and develops servicing strategies to support new initiatives. We are responsible for implementation for TLS, which includes ensuring capacity for new call volume, supporting the development of new capabilities and tools to service customers, and delivering holistic and compelling change adoption to support awareness, knowledge, and engagement for new news.

This role is pivotal to the successful integration and execution of multiple project and change initiatives that are critical for our global organization.  The Project Analyst will lead and or support all servicing project aspects of global initiatives that impact our frontline teams. They will be responsible for ensuring that appropriate strategies are put in place quickly and effectively to support change initiatives and optimize their success and implementation. This will ensure seamless integration of initiatives to the front line preparing them to deliver the best Card Member experience.

Role Responsibilities:

• Provide end-to-end Project Management support for the implementation of global change initiatives impacting our servicing organization.
• Prepares presentations and project performance analysis.
• Coordinates activities and tasks across internal TLS Teams and Enterprise teams.
• Ensures all efforts are properly and accurately documented with consistent methodology.
• Partner closely with multiple teams including, TLS Operations, TLS and GSG Capabilities, Global Learning and Knowledge Management, LOBCO, GCO, CA&C, GOCM, GCCM, US Consumer and GNICS on implementation of initiatives.
• Drive a superior discipline in utilizing project management tools in managing all key initiatives that impact operations from project prioritization through all phases of the project lifecycle, identify and implement controls to ensure top compliance performance.
• Proactively anticipating project risks and ensuring adequate escalation and mitigation is put in place to safeguard delivery.
• Assess change impacts and readiness and integrate appropriate frontline organizational change activities into project plans.
• Build structured plans and apply sound methodologies to support global initiatives.
• Partner closely with Operational teams staying close to the pulse of the frontline teams to build a comprehensive understating of their working practices, challenges, and motivators.

Minimum Qualifications:

• 2+ years’ experience in GSG and/or TLS servicing.
• Strong Project management, time management and workload prioritization skills.
• Experience/ understanding of the needs of a global operations team and how to deliver change.
• Demonstrated proficiency in Travel and lifestyle capabilities platform.
• Proven expertise in premium card products, fostering cross-functional collaboration, and building strong relationships with key stakeholders.
• Knowledge of premium Travel/Lifestyle/Card servicing preferred.
• Superior, detail-oriented verbal and written communication skills; ability to effectively influence and communicate complex information to a variety of audiences.
• Strong written and verbal communications skills.
• Ability to collaborate, network and develop strong working relationships across the organization.
• Ability to travel and work out of hours as required.
• Ability to work in fast-paced environment with a positive spirit and enjoy having fun!

Preferred Qualifications:

• 2+ years’ experience in TLS and/or Centurion Product and Operations.
• Organizational change qualification an advantage.
• Relevant degree an advantage.

Salary Range: $65,500.00 to $102,500.00 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 you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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

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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

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