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Digital Customer Engagement Analyst, Insurance

American Express

Brighton

Hybrid

GBP 80,000 - 100,000

Full time

3 days ago

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Job summary

A leading financial services company is looking for a Digital Project Manager to manage the Insurance Benefit Centre for NAC Cardmembers. The role involves improving online claims journeys and collaborating with technology teams. Candidates should have proven project management experience and strong analytical skills. This full-time role offers competitive salary and flexible working arrangements.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision, life insurance

Flexible working model

Generous paid parental leave

Access to global wellness centers

Confidential counseling support

Qualifications

Proven experience in digital project management with global stakeholders.
Strong analytical skills to support problem solving.
Experience communicating with senior stakeholders.

Responsibilities

Manage the Insurance Benefit Centre for NAC Cardmembers.
Drive improvements in the online claims journey based on feedback.
Partner with Technology teams to enhance digital capabilities.

Skills

Digital project management

Communication skills

Analytical skills

Agile methodology

Relationship building

Time Management

Tools

JIRA

Excel (pivot tables)

PowerPoint

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. As part of Team Amex youll 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.

Responsibilities

Manage the Insurance Benefit Centre a key digital asset / capability for NAC Cardmembers across International markets that is hosted in Amex webpages partner webpages and also embedded in other assets such as the Amex Experience App.
Partner with Technology teams (both internally and externally) to enhance existing or implement new digital capabilities
Drive improvements in the online claims journey based on Cardmember feedback
Use website analytics to understand usage and friction-points in the customer journey.
Influence and support setting the Digital NAC strategy across International with a focus on the evolution of online claims and digital tools including any possible decommissioning / replacements.
Present conclusions to internal and Third-Party stakeholders with regular governance with partner operational teams.
Evolve and innovate the NAC digital journey to ensure American Express continues delivering superior user journeys to our Cardmembers

Minimum Qualifications

Proven experience in digital project management - driving and influencing change across multiple global stakeholders
Demonstrates a superior level of diligence to ensure delivery across multiple concurrent activities
Comfortable liaising with external partners good communication and relationship skills needed demonstrated within a matrix organization
Strong analytical skills to support problem solving & fact finding for identifying opportunities.
Ability to clearly present analysis / findings.
Experience communicating effectively and clearly to senior stakeholders across International markets
Superior relationship skills and experience in working with multiple vendors
Passion for digital innovation
Some knowledge of Agile methodology (sprints) and JIRA
Excellent communication skills (both written and verbal)
Excel (pivot tables) PowerPoint CMS systems
Ability to work autonomously our central team has a fairly flat hierarchy so this role will have the opportunity to test & learn their own ideas / theories.
Insurance experience preferred but not a necessity
Willingness / flexibility for some occasional overseas travel extent of which is somewhat driven by the incumbent.

Non-considerations for sponsorship

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

Benefits

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

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

Required Experience

Key Skills