what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.The Servicing Strategy team is part of Global Strategies and Capabilities organization. This newly created team will be leading one of four workstreams for the Acquirer Platform Transformation (APT), a strategic, multi-year transformation program to modernize our acquirer solutions to build innovative products, services and capabilities that will anticipate our merchant and acquiring partner needs. Reporting to the Director of Global Servicing Strategy, the Manager - Servicing Strategy will have the exciting opportunity to be a part of a key strategic priority for the GMNS business and be on the forefront of creating the future of the American Express servicing model for the acquiring business.The role will be responsible for supporting the Director in developing and implementing a global servicing strategy that will deliver a frictionless, omni-channel based, proactive and personalized experience to all Global Merchant Network Services customer segments including merchants, third party partners, and network partners.Our POA objectives are to meet customers where they are, by handling 99%+ of the servicing demand within digital channels; create a single point of entry for all servicing demand - operational and technical; reduce demand by 75%+ in human channels; and eliminate the need for account managers to be involved in day-to-day servicing issues.How will you make an impact in this role?
- Conduct comprehensive assessments of specific servicing workstreams' business processes and operations.
- Drive the redesign and transformation of key customer journeys across channels and segments by defining and developing frictionless, integrated customer experiences with a digital first mindset.
- Develop and deliver on a servicing channel optimization strategy.
- Create a single-entry point for servicing queries with a case management.
- Evaluate and enhance core digital journeys, and drive digitalization of additional priority servicing journeys.
- Lead drive-to-chat strategy including scaling up of chat servicing.
- Identify and implement foundational tools and capabilities (e.g., E2E case management capability, transaction look up tool, APIs, intelligent automation) to fully meet customer needs and enable seamless servicing journeys.
- Collaborate with stakeholders to understand their goals, challenges, and strategic objectives, implement recommended strategies and monitor progress.
- Analyze data, market trends, and industry benchmarks to provide informed recommendations.
- Develop and deliver high-impact, visual presentations and reports to stakeholders and leaders at various organizational levels.
- Identify and deliver short-term wins for the customer and business.
- Proven consulting and/or strategy development and execution experience.
- Experience in developing and implementing digital servicing capabilities, including familiarity with digital servicing channels such as Chat, Online self-service, and APIs.
- Strong background in Product Development and management, ideally in a digital environment.
- Customer centric mindset and a demonstrated passion for solving customer pain points.
- Proven track record of change management and delivery of complex projects that impacts multiple stakeholders across business units.
- Proven working experience in overall project management.
- Excellent relationship and influencing skills to gain commitment across stakeholders at all organizational levels to drive transformational change.
- Outstanding verbal, written and interpersonal communication skills with experience in storytelling and presenting information to multiple levels of an organization, including senior leadership.
- Proven ability to successfully manage shifting priorities in a fast-paced environment with an intuitive sense of relative perspective.
- Knowledge of the acquiring business and competitive landscape.
- 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