Manager, GMNS Customer Journeys

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviours, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. 

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. 

How will you make an impact in this role?

This role sits within the Global Merchant and Network Services (GMNS) Product team, part of American Express’ Global Merchant & Network Services (GMNS) organization. GMNS focuses on the businesses that accept American Express cards, bringing together the teams that manage relationships with millions of merchants globally, operate the American Express payment network, and lead bank and acquirer partnerships across more than 170 markets.

GMNS Product is at the core of this ecosystem, enabling how Issuers, Acquirers, Network Partners, and Processors connect to and operate on the American Express Network, which supports over $1.6 trillion in annual spend. The team is leading a strategic, multi-year transformation of the acquiring ecosystem through Acquirer Product, modernizing platforms, capabilities, and services to better anticipate partner needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries, can quickly adapt to an ever-changing regulatory environment and are developing strong value-added services that deepen the relationships with our acquiring customers.

Reporting into the Director, GMNS Customer Journeys, the Manager of GMNS Customer Journeys will support the development and execution of GMNS Disputes customer servicing journeys for customers including Merchants, Payment Facilitators, Network Partners and Processors. This role will identify opportunities to enhance customer experiences across servicing journeys, with an initial focus on Disputes. This includes contributing to journey strategy, defining future use cases supporting roadmap prioritization, and ensuring delivery aligns with both current business needs and future direction to provide differentiated value to our Merchants and Partners. You will partner closely with client management, operations, servicing, control management and technology teams.

Responsibilities:

• Support the development and execution of GMNS customer servicing journey strategy (initial focus on Disputes journeys) by owning defined journeys, features, or capabilities aligned to the broader vision
  
• Document clear, actionable business requirements to support product development and solutioning
  
• Own and manage prioritization for assigned journeys or products, building and sustaining a well-groomed backlog aligned to the agreed roadmap
  
• Develop and maintain the product roadmap for assigned servicing initiatives, coordinating dependencies and timelines with cross-functional partners
  
• Research and understand colleague and customer needs translating insights into data-driven recommendations for journey and capability improvements
  
• Partner with Product Delivery, Technology, Design and business stakeholders to define capabilities and deliver on product roadmap
  

Minimum Qualifications:

• Experience: Background in managing digital products, journey mapping, requirements definition, and roadmap delivery; experience within payments or financial services preferred.
  
• Analytical capability: Strong problem-solving skills with the ability to interpret customer data, performance metrics, and market insights to support the development of new use cases and enhancements.
  
• Intellectual curiosity: Willingness to learn and adapt within a complex, regulated acquiring environment.
  
• Delivery mindset: Demonstrated ability to execute against defined strategy, manage competing priorities, and deliver outcomes in a matrixed environment
  
• Communication: Clear and structured communicator, able to translate complex topics into practical insights for diverse stakeholders
  

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

• 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