Join to apply for the Director, Customer Journeys - GMNS role at American Express
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.
Reporting to
Vice President of GMNS Customer Experience and Servicing Strategy
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
Minimum 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
Benefits
* Competitive base salaries
* Bonus incentives
* Support for financial‑well‑being and retirement
* Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
* Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
* Generous paid parental leave policies (depending on your location)
* 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Employment eligibility to work with American Express in UK is required as the company will not pursue visa sponsorship for these positions.
Location: London, England, United Kingdom
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