Description
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.
American Express entered the travel business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. Global Travel and Lifestyle Services (GTLS) is a key component of the value proposition of the American Express premium card products. GTLS is focused on delivering travel and lifestyle benefits which allow the brand to create differentiation and loyalty with premium Card Members. With more than 6,000 frontline colleagues across 23 countries in 11 languages, TLS is a truly global organization. We make membership come to life, every day.
Global Business Integration (GBI) is an organization dedicated to supporting and integrating business change into GTLS 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 some internal servicing processes and strategies. In addition, the GBI team also champions accurate and transparent customer facing marketing material and partners with TLS product, GTLS operations, Operational Excellence, US Consumer/GNICS and others to identify and resolve defects that are driving bad demand into GTLS 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 GTLS, 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 frontline communications for multiple projects and change initiatives that are critical for our U.S. Servicing organization. The key function of the role is to support the creation and implementation of communication strategies and tactics to prepare, inform, and engage frontline colleagues. Role is ideal for a candidate who is comfortable with change, thrives in rapid-pace environments, is proactive and relationship driven, and is an excellent written and verbal communicator
The person in this role will partner with colleagues within the GTLS US operations and support teams to drive effective communication outputs. This position will have shared oversight for our intranet site, the TLS Link, shared ownership of monthly U.S. readiness calls (audience ~ 250 colleagues), and will work to develop content, build awareness, and effectively disseminate critical messages through a variety of mediums and channels.
How will you make an impact in this role?
- Work with Manager on development of strategic frameworks to drive change awareness.
- Work with stakeholder to scope and size small projects that require change awareness support. This includes gathering data to measure impact to Card Member and Operations.
- Create and manage tactical plans to support change initiatives and bring them to life. This includes the creation and implementation of change awareness communications across a mix of channels.
- Create and update senior leadership reporting on projects.
- Own end-to-end development of communication outputs for the frontline, including newsletters and senior leadership communications. This includes support with quality check of the content and testing, as appropriate.
- Co-own the local market TLS Link intranet site – inclusive of content development, design, and measurement.
- Co-own the development and maintenance of change awareness channels, this can include forums such as the monthly Leader Readiness Call.
- Measure and report on performance of change awareness activities. This includes pulling data monthly from the CMS, as well as performing post-implementation activities, such as reviewing detractors or monitoring events.
- Monitor, evaluate, and report on industry activities; make recommendations based on findings/opportunities discovered.
Minimum Qualifications
- Strong project management skills with experience in working on complex, fast-moving projects.
- Previous experience with Operations, e.g., GTLS, CEN, CMSI.
- Superior, detail-oriented verbal and written communication skills; ability to effectively communicate complex information to a variety of audiences.
- A passion for telling stories and engaging audiences to adopt change.
- Proficient in understanding metrics and putting together reports for various audiences.
- Experience working with cross-functional teams and various audiences.
- Strong organizational skills with the ability to handle multiple activities and tight timelines.
- Demonstrate creative thinking, strong decision-making, flexibility, and the ability to manage, drive, and measure change.
Preferred Qualifications
- Previous experience with Unily and/or knowledge of content management systems is a plus.
- Previous experience with Canva and/or Adobe Creative Cloud – Premier, Photoshop, Illustrator, In Design, After Effects is a plus.
Minimum Qualifications
Salary Range: $55,000.00 to $105,000.00 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 United States is required as the company will not pursue visa sponsorship for these positions.
