Senior Analyst - Customer Marketing

American Express; Toronto; Hybrid; CAD 85,000 - 125,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Financial well-being and retirement

Job summary

American Express is seeking a senior owner for Customer Servicing Communications within the Digital Assets and Customer Capabilities team in Toronto. You will govern high-quality, scalable communications across enterprise touchpoints, align with brand and regulatory standards, and lead strategic cross-functional projects with executive-ready communication.

Strong judgment and stakeholder influence are essential.

Qualifications

• Strong experience in project management and budget management, particularly in content management, marketing, or communications.
• Excellent understanding of brand consistency and regulatory requirements.
• Strong relationship-building and collaboration skills across cross-functional teams, including Legal, Compliance, and Product.
• Exceptional organization, prioritization, and communication skills; ability to manage multiple complex projects simultaneously.
• Proficiency in Microsoft Office Suite; experience with CMS and project management tools is an asset.

Responsibilities

• Audit all customer-facing servicing communications for messaging consistency, tone, and visual identity across platforms.
• Ensure communications meet GCO, Compliance, and brand standards and address gaps or outdated content.
• Project manage end-to-end review, approval, and implementation for updates and new content with legal, compliance, product, and marketing teams.
• Manage updates to internal databases to keep information current and accessible.
• Develop and maintain a content governance framework and process documentation for scalable updates.

Skills

Project management

Budget management

Brand compliance

Cross-functional collaboration

Organization & prioritization

MS Office

Tools

Jira

Archer

RASQ

RAVEN

Job description

Job Description

The Digital Assets and Customer Capabilities team plays a strategic role in advancing digital transformation and elevating customer and internal experiences across enterprise touchpoints. This role will help shape and govern high-quality, scalable communication practices that align to business priorities, brand standards, compliance expectations, and regulatory requirements.

Job Description

The Digital Assets and Customer Capabilities team plays a strategic role in advancing digital transformation and elevating customer and internal experiences across enterprise touchpoints. This role will help shape and govern high-quality, scalable communication practices that align to business priorities, brand standards, compliance expectations, and regulatory requirements. You will act as a senior owner and trusted partner for Amex’s Customer Servicing Communications, leading the creation, audit, maintenance, and optimization of critical customer-facing content. The role requires strong judgment, stakeholder influence, and the ability to translate complex business, compliance, and operational needs into clear, consistent, and effective communications. This role will also lead strategic special projects, including the creation of external communications and end-to-end project management of enterprise initiatives, requiring strong ownership, executive-ready communication, and the ability to bring structure, alignment, and momentum to complex cross-functional work.

Responsibilities

• Conduct regular audits of all customer-facing servicing related communications to ensure consistency in messaging, tone, and visual identity across platforms.
• Ensure all communications meet GCO, Compliance, and brand standards, proactively identifying and resolving gaps or outdated content.
• Project manage the end-to-end review, approval, and implementation process for updates and new content, coordinating with legal, compliance, product, and marketing teams.
• Manage updates to internal databases, ensuring the most current and accurate information is consistently available and easily accessible.
• Develop and maintain a content governance framework and process documentation to support scalable updates and transparency across teams.
• Collaborate with cross-functional stakeholders—including Product, Compliance, Risk, and Communications—to maintain message alignment and operational integrity across customer journeys.
• Manage project budgets, ensuring resources are allocated effectively, expenses are tracked accurately, and initiatives are delivered within scope and on time.
• Track, report, and communicate progress on key deliverables, ensuring timely execution of all content initiatives.
• Support broader marketing and enablement initiatives aimed at driving engagement, awareness, and spend diversification.
• Lead and support strategic special projects that advance enterprise priorities, partnering with cross-functional stakeholders to define objectives, manage execution, and deliver high-impact outcomes.

Qualifications

• Strong experience in project management and budget management, particularly in content management, marketing, or communications.
• Excellent understanding of brand consistency and regulatory requirements.
• Strong relationship-building and collaboration skills across cross-functional teams, including Legal, Compliance, and Product.
• Exceptional organization, prioritization, and communication skills; ability to manage multiple complex projects simultaneously.
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word, Sharepoint); experience with content management systems (CMS) and project management tools (e.g. Jira, Archer, RASQ, RAVEN) is an asset.

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.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.