Senior Manager, Customer Experience Marketing

American Express

. Define and advance the MGM customer and prospect experience roadmap, improving referral discovery, engagement, conversion, and ease of use .

Posted 10/7/2026full-timeNew York City • New York • United StatesSenior💰 $103,750 - $174,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong strategic marketing instincts and analytical skills to drive customer experience improvements and operational excellence. Capable of leading cross-functional teams, developing talent, and utilizing data-driven insights for decision-making.

Highest-signal resume keywords

Strategic MarketingData AnalysisCross-Functional LeadershipCustomer Experience ImprovementTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Clear CommunicationInfluencing Without AuthorityAction-Oriented MindsetBuilding AlignmentCreating Structure in Ambiguity

Industry Keywords

Customer Experience RoadmapReferral DiscoveryPerformance MeasurementOperational ExcellenceRisk ManagementGovernanceCompetitive IntelligenceTest DesignOffer OptimizationStakeholder Engagement

About the role

Key responsibilities & impact

Define and advance the MGM customer and prospect experience roadmap, improving referral discovery, engagement, conversion, and ease of use
Own the multi-year technology roadmap, including prioritization, funding inputs, capability development, utilization tracking, and delivery of experience-enhancing initiatives
Drive banking referral expansion, partner referral integrations, and MGMembership marketing initiatives
Lead the Card Member offer learning agenda, including test design, offer optimization, new offer constructs, future offer currencies, and performance measurement
Partner with Product, Design, Analytics, Legal, Compliance, and Technology teams from strategic concept through execution
Use data, customer insights, experimentation, competitive intelligence, and performance reporting to inform recommendations and improve outcomes
Champion operational excellence through controls, risk management, governance, documentation, and cross-functional execution discipline
Lead, coach, and develop a team of two colleagues

Requirements

What you’ll need

Strong strategic marketing instincts and ability to quickly build expertise in new technologies, platforms, and customer behaviors
Strong analytical skills; ability to translate data into actionable insights and strategic recommendations
Ability to create structure in ambiguity, balance competing priorities, and drive complex work across teams, functions, and levels
Ability to influence without authority and build alignment across diverse stakeholders
Clear and confident communication skills; ability to craft executive-ready narratives and engage senior leaders
Action-oriented test-and-learn mindset with rapid experimentation and continuous improvement
Passionate people leadership, talent development, and inclusive team-building capabilities
Employment eligibility to work with American Express in the United States; visa sponsorship is not available

Benefits

Comp & perks

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
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