Senior Analyst - Customer Marketing, Dialogue Channels & Retention

Senior Analyst, Customer Marketing, Dialogue Channels & Retention

At American Express, we know that meaningful customer relationships are built through thoughtful experiences, strong communication, and a commitment to delivering value at every interaction.

The International Card Services (ICS) Customer Marketing Team represents a dynamic, fast-paced environment with exciting opportunities for career growth and development. Within ICS, the Customer Revenue Growth & Retention Team is responsible for retaining our consumer and commercial customers and optimizing our servicing experience. The Sr. Analyst, Customer Marketing, Dialogue Channels & Retention will be responsible for customer engagement and driving long term loyalty in partnership with the Global Servicing (GS) organization, Customer Marketing Center of Excellence, product owners, account development and acquisition teams.

You’ll gain exposure to data-driven marketing, customer lifecycle management, and cross-functional collaboration while building foundational skills in marketing analytics and customer engagement.

• Proactively manage the retention and dialogue channels, monitor trends and work with stakeholders across ICS, GS, Legal and Compliance for successful execution of strategies.
• Explore new capabilities and communications strategies to improve the structure and effectiveness of Cardmember interactions including the pre-attrition window.
• Manage retention and dialogue channel related processes.
• Support and motivate telephone-based Account Development team by developing and executing growth and Internal Acquisition triggers in partnership with Account Development leadership and Marketing teams, training on processes and managing & reporting KPIs.
• Lead the launch of trigger campaigns and automation capabilities within dialogue channels to improve customer journeys, and AD operational efficiency.
• Manage and build trigger campaign calendar while managing data to determine future strategies.
• Analyze quantitative and qualitative information to develop and recommend profitable strategies for improved targeting, offer efficacy and overall channel management.
• Measure initiatives to determine success and go/no decision.
• Present finding of analysis and make recommendations to team/leaders.
• Compile monthly key indicator reports, analyze results and provide commentary on implications.

• University degree in Business or Marketing or equivalent work experience.
• Strong track record of driving results and high attention to detail.
• Very organized approach to managing workload with ability to multitask, prioritize and meet deadlines.
• Excellent collaboration skills as well as the ability to build, foster and maintain relationships with internal and external business partners. 
• Strong analytical skills and the ability to realize insights and create recommendations from the data available.
• Proficient in stakeholder management. 
• Ability to build a common vision, motivate others to act with timeliness and define success.
• Demonstrated oral and written communication skills. 
• Highly proficient in MS Office suite (PowerPoint, Excel, Word). 
• Firm understanding of American Express products and associated benefits.

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.   
    
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   

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.   

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