Job DescriptionDirector, Measurement Insights The
Director, Measurement Insights leads the enterprise measurement programs that help American Express understand customer loyalty and brand health, including Net Promoter Score (NPS) and Brand Consideration. This leader evolves measurement frameworks and delivers insights that explain key drivers, benchmark performance, and identify emerging risks and opportunities.
The Director partners closely with senior stakeholders to connect customer and brand perceptions with behavioral, competitive, and business data, while advancing AI-powered analytics and modern measurement capabilities that make insights more actionable, accessible, and scalable.
ResponsibilitiesKey Responsibilities- Lead the NPS and Brand Consideration programs, including measurement frameworks, methodologies, benchmarking, reporting, and ongoing evolution.
- Partner with senior leaders to interpret customer and brand performance and translate insights into actionable recommendations.
- Integrate attitudinal, behavioral, competitive, and marketplace data to identify key drivers of performance and provide a connected view of the customer and brand.
- Synthesize complex measurement and analytical findings into compelling executive narratives that inform business and brand decisions.
- Advance analytics, AI-powered tools, and emerging methodologies that strengthen measurement and insight generation.
- Lead program operations, external partners, governance, and the team to ensure high-quality, scalable delivery.
QualificationsQualifications- Significant experience in customer insights, customer experience measurement, brand measurement, market research, analytics, or a related discipline.
- Deep expertise in NPS, brand health or brand equity tracking, survey research, benchmarking, and measurement methodologies.
- Strong quantitative and analytical skills, with experience integrating attitudinal and behavioral data to understand drivers of performance.
- Demonstrated ability to translate complex measurement findings into actionable recommendations and compelling executive narratives.
- Experience leveraging advanced analytics, AI-powered tools, and emerging technologies to enhance measurement and insight generation.
- Strong strategic thinking, executive communication, stakeholder management, operational leadership, and people leadership skills.
- Proven ability to lead and develop high-performing teams.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
About the TeamWe 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.
The below 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.
