Manager, GMNS Customer Journeys – American Express
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At American Express, our culture is built on a 175‑year history of innovation, shared values and leadership behaviours, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience 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.
Impact of the Role
As part of the Global Merchant & Network Services group (GMNS), the Network & Acquirer Solutions (NAS) team supports every business unit and customer across the Enterprise. You will help shape the strategic vision for key servicing journeys, focusing initially on disputes, and partner closely with client management, operations, servicing, control management, and technology teams to transform customer experiences.
Responsibilities
* Set vision and strategy for GMNS customer servicing journeys, including future state journey maps and capabilities.
* Document clear, actionable business requirements to support product development and solutioning.
* Define and continually refine prioritization to build and maintain product roadmaps, sustaining a backlog of features.
* Develop and manage the roadmap to transform servicing 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 deliver 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.
Minimum Qualifications
* Background in managing digital products, developing journey maps and capability requirements, and understanding the payments industry.
* Entrepreneurial mindset: ability to spot new trends and opportunities, develop a business case, and overcome objections to realize the vision.
* High intellectual curiosity with excellent creative and critical‑thinking and problem‑solving skills.
* Strategic thought leadership: synthesize and translate market and industry trends into opportunities for innovative AXP acquiring solutions.
* Strong track record of leading organizational change and delivering in complex, highly matrixed organizations.
* Outstanding executive communication skills, capable of distilling sophisticated topics into clear, concise messages for a broad audience.
* Highly collaborative with the ability to build positive relationships with internal and external partners to deliver value beyond traditional means.
* Great attitude: high energy, optimistic attitude, and good sense of humour.
* Employment eligibility to work with American Express in the UK is required; the company will not pursue visa sponsorship for these positions.
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.
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