Job DescriptionThe International Card Services (ICS) Customer Marketing team is a dynamic, fast-paced organization that plays a critical role in shaping customer engagement and driving business growth. We are seeking a Senior Analyst, Customer Channels & Arbitration to help elevate our customer communications strategy and optimize how we connect with Cardmembers across key marketing channels.
This role offers a unique opportunity to blend strategic thinking, analytics, and marketing expertise while partnering with a passionate team of marketers across the organization. As a channel expert influencing communication strategies and through campaign planning and execution, you will help drive revenue, enhance the customer experience, and deepen Cardmember engagement.
The successful candidate will serve as a trusted advisor to marketing partners, championing best practices, identifying optimization opportunities, and helping deliver a seamless, customer-centric communications experience. This is an excellent opportunity for a highly collaborative, results-oriented marketer looking to make a measurable impact while developing expertise in customer marketing strategy and channel management.
Responsibilities- Act as a strategic consultant to marketing partners, providing proactive guidance on channel communication strategies, best practices, and opportunities to maximize campaign performance.
- Evaluate upcoming marketing initiatives and recommend the optimal mix of channels, communication timing, and message bundling to enhance effectiveness and customer experience.
- Analyze channel performance, customer engagement trends, and campaign results to identify insights and drive continuous improvement.
- Lead and support the delivery of new channel capabilities, placements, and enhancements that strengthen marketing effectiveness.
- Foster a culture of innovation, experimentation, and continuous learning by promoting test-and-learn approaches and challenging existing processes.
- Deliver flawless execution of marketing plans, with a step-up on controls and marketing excellence to meet our regulatory and compliance requirements and deliver our promise to customers.
- Improve customer experience with relevant, timely and synchronized marketing and cohesive & holistic treatment strategies throughout the customer lifecycle.
- Advocate for communication and channel enhancements that address customer feedback and improve accessibility, usability, and overall customer experience.
Qualifications- University degree in marketing, business and/or professional experience in these domains.
- Experience in the execution of digital marketing strategies and digital campaign management.
- Experience in project management and marketing delivery in a matrix organization.
- Superior communication and influencing skills. This includes presenting to peers and senior management, and being able to sell new ideas and solutions.
- Customer-centric mindset, with proven ability to craft initiatives, programs and campaigns that appeal to customers and internal business partners.
- Excellent relationship-building skills and growth mindset.
- Passion for driving results.
- Strong analytical skills, finding insights and crafting recommendations.
- Consistent demonstration of attention to detail.
- Must be proficient in use of Excel and PowerPoint and be comfortable with the rest of the Microsoft Office suite + adaptable to using emerging AI tools.
What we're looking for: - Naturally curious mindset.
- Seeks opportunities to learn and develop.
- Professional, self-motivated, and driven to succeed.
- Integrity and personal accountability.
- Collaborative and able to work effectively in partnership with different stakeholders.
Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions
The job posting is for an existing vacancy.
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
- 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
