Director, 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.
 

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
 

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 Vice President of GMNS Customer Experience and Servicing Strategy, the Director of GMNS Customer Journeys will lead the transformation of critical customer journeys across onboarding, maintenance, and product enablement — reducing friction, driving adoption, and strengthening partner relationships. This role will identify opportunities to radically transform the experiences our global customers have with these journeys. 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, strategy and priorities for GMNS customer journeys, including definition of Outcomes and Key Results and creation of customer personas and journey maps
• Champion the voice of the customer including Merchants, Payment Facilitators, Network Partners and Processors to drive the experience strategy forward across GMNS
• Develop and manage the roadmap to transform 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 execute 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
• Partner closely with Client Management, Marketing and Policy teams globally on identifying emerging customers needs and industry trends to inform product strategy and roadmap
• Lead and develop a team of high-performing product managers that effectively influences across band levels and lines of business.

Preferred Qualifications:

• Product & Industry Expertise: Proven experience leading digital product strategy and delivery, ideally within payments, financial services, or technology industries.
• Strategic & Entrepreneurial Leadership: Ability to spot emerging trends, translate insights into actionable strategies, and build the business case to drive innovation and organizational change.
• Team Leadership: Track record of developing and inspiring diverse, high-performing teams and generating strong followership across a matrixed environment.
• Intellectual Curiosity & Problem Solving: Creative and analytical thinker with the ability to navigate ambiguity and solve complex, undefined problems.
• Executive Communication: Exceptional communicator able to distill sophisticated topics into clear, compelling narratives tailored for varied audiences.
• Collaboration & Influence: Highly collaborative leader who builds trusted relationships across internal and external partners to deliver outcomes that go beyond traditional boundaries.
• Mindset & Presence: High energy, optimism, and authenticity with a strong sense of the Blue Box Values

Salary Range: $144,250.00 to $256,250.00 annually + bonus + equity (if applicable) + 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.