Senior Manager GMNS Customer Journeys

American Express; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading global financial services provider in Greater London seeks a Senior Manager of GMNS Customer Journeys. You will shape the vision for servicing journeys, develop strategic roadmaps, and collaborate across teams to enhance the customer experience. Ideal candidates have a strong background in digital product management and a solid understanding of the payments industry. The role offers competitive compensation and comprehensive benefits, including a hybrid working model.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision, life insurance

Flexible working model

Career development and training opportunities

Qualifications

• Background in managing digital products and developing journey maps.
• Ability to spot new trends and develop persuasive business cases.
• Strong problem-solving skills in complex environments.

Responsibilities

• Set vision and strategy for GMNS customer servicing journeys.
• Document business requirements for product development.
• Develop and manage the product roadmap for servicing journeys.

Skills

Digital product management

Journey mapping

Payments industry knowledge

Strategic thinking

Communication skills

Collaboration

Problem-solving

Job description

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, 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 Senior Manager of GMNS Customer Journeys will develop the strategic vision of key servicing journeys for customers including Merchants, Payment Facilitators, Network Partners and Processors. This role will identify opportunities to transform the experiences our customers have with servicing journeys. This includes setting the strategy, defining future use cases, ensuring our current roadmap enables the business for the future, and identifying opportunities to provide differentiated value to our Merchants and Partners. You will partner closely with client management, operations, servicing, control management and technology teams to develop new ways of partnering with GMNS.

Responsibilities

• Set vision and strategy for GMNS customer servicing journeys, including future state journey maps and capabilities
• Document clear, actionable business requirements to support product development and solutioning
• Define and continually refine prioritization to build and maintain product roadmaps including sustaining a backlog of features.
• Develop and manage the product roadmap to transform servicing journeys and syndicate with key stakeholders and business partners
• Research and understand colleague and customer needs to inform data strategy, requirements and product roadmap
• Partner with Product Delivery, Technology, Design and business stakeholders to define capabilities and deliver on product roadmap
• Collaborate with Control Management, Compliance, GCO, Privacy and other risk experts to adhere to and enhance control and compliance to global, local, and enterprise policy and regulations

Minimum Qualifications

• Experience: Background in managing digital products, developing journey maps and capability requirements, identifying future business needs, and understanding the payments industry
• Entrepreneurial Mindset: Ability to spot new trends and opportunities, develop a business case which others can be persuaded to support, and overcome objections and obstacles in making the vision a reality.
• Intellectual curiosity: High intellectual curiosity, with excellent creative and critical thinking and problem‑solving skills and ability to deal with ambiguous or undefined problems in our complex acquiring space.
• Strategic thought leadership: Strategic and innovative mentality, with the ability to synthesize and translate market and industry trends into opportunities for us to drive innovative AXP acquiring solutions.
• Entrepreneurial spirit: Consistent track record leading organizational change and delivering in complex and highly matrixed organizations
• Executive communication: Outstanding communicator who can distill sophisticated topics into clear and concise messages, adapted appropriately for a broad audience.
• Highly collaborative: Ability to collaborate and build positive relationships with both internal and external partners to deliver value beyond traditional means.
• Great attitude: High energy, an optimistic attitude, and a good sense of humor

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

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, and 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.