Job Description

Job Description
U.S. Consumer Marketing Services (CMS) strives to make membership essentials to consumers and aspires to make marketing an indisputable competitive advantage for American Express. The Sr. Analyst will join the U.S. Customer Marketing team with a mission to provide value, experiences, and offerings that back our Customers through differentiated customer-centric strategies & marketing. He/she will join a group of talented, passionate marketers rallied behind goals to leverage the customer as a platform for growth; accelerating revenue, expanding share of wallet, and deepening customer engagement

The Sr. Analyst, Financial Relief Program Marketing will join the US Customer Marketing Enablement team, responsible for developing and implementing lifecycle marketing strategies and capabilities which enrich customer and marketer experiences for future growth. The Financial Relief Program helps maintain loyalty from our existing Card Members by offering them the opportunity for more payment flexibility. As more customers express interest in the program, you are the voice to guide them through their experience so that they know how to we are here to support them and the actions they need to take to stay on top of their Card account while enrolled. This Sr. Analyst will develop, execute and govern marketing campaigns and communications to assist customers at the time of onboarding, staying on top of their account while enrolled in the program, and a new marketing curriculum for customers graduating the program.

The role provides the opportunity to partner with program owners on changes to program features or eligibility, define the right set of customers to reach with marketing, and bring new creative to market in email, web, mobile and phone. After campaigns launch, you will be the voice of customer feedback and measurement to help evaluate whats working for our customers and identify new opportunities to shape future marketing. This individual will report to the Sr. Manager, Financial Relief Program Management. The ideal candidate is a marketer at heart strong customer instincts, known for big, creative ideas and experience working across many teams to execute on those ideas.

Key Responsibilities

* Customer Analysis: Study insights on customers enrolled in or graduating the program and proactively identify opportunities to shift behavior, with a goal to reduce delinquencies and help more customers pay on time.
* Marketing Plan Development: Partner with Sr. Manager and program owners to understand goals and customer insights and design a 2020-2021 marketing plan covering segmentation, channel reach, offers, branding, messaging and end to end execution.
* Communication Governance: Serve as key point of contact in credit servicing organization to map end to end customer journeys, identify enhancements to drive increased digital engagement, govern and facilitate creative and communication reviews.
* Creative Development: Understand program benefits and partner with program managers, external creative agencies, legal, compliance and risk to develop refreshing creative to engage our customers, with a heavy focus on email and Americanexpress.com.
* Campaign Execution: Partner with marketing operations and data science to design segmentation and set up campaigns across channels, leading testing, proofing and in market campaign launches on time and in compliance.
* Analysis & Measurement: Own KPIs to measure effectiveness of marketing performance, performing post-launch analysis and publishing insights to stakeholders, including the Marketing & Credit Risk organization.

Minimum Qualifications

* Strong business acumen and problem-solving skills
* Strong thought leadership with outstanding customer orientation
* Self-starter who has proven to be able to work autonomously and with a range of functions & band levels
* Ability to partner and build internal relationships and influence key stakeholders while thriving in a highly collaborative, fast paced environment
* Experience implementing customer marketing strategies and ability to articulate & measure success
* Possess excellent communication skills, written and verbal, with the ability to synthesize strategic information and tell a strong story with quantitative and qualitative evidence

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

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