Sr Analyst-Product Management

U.S. Consumer Services is responsible for American Express’ suite of consumer products, services, and experiences in the U.S., including our premium, cobrand, cash back, and lending portfolios, Membership Rewards, Global Travel & Lifestyle Services, the Centurion Lounge network, our Global Dining and Resy businesses, and best-in-class marketing programs. The team’s strategy is to build a strong premium Card business differentiated by Membership, which is brought to life by connecting our Card Members to what they love.

The Card Lending team within U.S. Consumer Services manages a suite of lending products and services including Pay Over Time and the enterprise-wide Military Lending programs (MLA and SCRA). The team’s strategy is to strengthen premium membership by winning a greater share of customers’ borrowing needs, while maintaining a customer-first attitude and an operationally excellent approach.

The Senior Analyst will build portfolio management capabilities and own customer experience enhancements for American Express’ Military Lending programs. This position offers the opportunity to join a critical and cross-functional workstream for a highly complex and visible initiative, as well as to join a fun, talented team to drive tangible results.

Responsibilities

• Build self-serve reporting dashboards to monitor business performance and complaints

• Uncover opportunities to drive growth while balancing brand and operational excellence

Customer Experience & Servicing

• Drive servicing process enhancements that improve outcomes for customers and the business

• Oversee updates across all customer-facing communications (landing page, servicing communications) as well as internal guidelines for customer and case management (CHC articles, training decks)

PMO & Stakeholder Management

• Collaborate cross-functionally with key stakeholders to drive alignment and results

• Maintain project management / operational model to ensure effective delivery on key goals

Qualifications

• Self-starter: You have a proven ability to drive and manage multiple projects with minimal guidance

• Critical thinker: You have superior analytical and problem-solving skills.

• Clear communicator: You effectively synthesize, visualize and communicate your ideas to others

• Team player: You have strong relationship-building skills and the ability to collaborate with multiple cross-functional partners

• Analytics expert: You are proficient in SQL and a data visualization tool such as Tableau or Power BI

• AI explorer: You are curious about leveraging AI to drive greater output and efficiency

• Relevant experience: You have a bachelor’s degree and 1-3 years of relevant experience, preferably in financial services

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