Sr. Analyst Early Tenure Onboarding Strategy

Job Description

American Express Global Commercial Services (GCS) offers powerful backing and financial support to business clients of all sizes. The GCS US Small and Medium Enterprise (US SME) Marketing team strives to provide our customers with the world’s best customer experience every day to ensure that we are essential partners to our clients and win the full share of their business.

The US SME Card & Lifecycle Portfolio Loyalty team’s goal is to onboard and engage Card Members to drive feature and benefit engagement and long-term customer satisfaction. The Analyst/Sr. Analyst, Early Tenure Onboarding Strategy is responsible for managing the cross-channel customer onboarding experience for Small Business Card Members across email, dialogic and direct mail innovation, with direct ownership and execution of the onboarding email curriculum.

Specific responsibilities include:

• Contribute to designing a cohesive customer onboarding strategy across email, phone and direct mail marketing channels to educate customers on their new product and accelerate best customer behaviors
• Lead the Small Business early tenure onboarding email curriculum to deliver a personalized onboarding experience to new Small Business customers, accelerating their product adoption
• Manage internal (channel owners, product owners, marketing execution platform owners) and external partnerships (creative agencies) to ensure we deliver the best experiences to our customers, every day
• Own program KPI’s and optimization of business goals

• Email marketing experience required, customer onboarding experience a plus
• Excellent communication skills and professional maturity
• Strong attention to detail and organizational skills
• Excellent analytical skills and ability to identify key customer insights and generate new ideas to improve the channel
• Results oriented – history of exceeding goals in a fast-paced environment
• A strong sense of humor, flexible mindset, and someone who wants to have fun is a MUST
• An exceptional sense of ownership and accountability

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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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.