Senior Analyst-Product Management & Quality Assurance

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

The US Consumer Services (USCS) group is responsible for growing our consumer business worldwide, strengthening our global leadership position in the premium and travel space, and delivering exceptional, differentiated customer experiences.

Within USCS’ Travel & Lifestyle (TLS) team, the Global Lounge Experiences team is a high impact group, responsible for the strategic definition and delivery of the Global Lounge Collection benefit to Amex’s global premium Card Members.  The Global Lounge Collection benefit encompasses the Centurion Lounge network and access to network lounges through partnerships (i.e., Delta, Priority Pass).

The Centurion Lounge Product Management team is responsible for managing the customer experience and defining the ongoing strategy for the Centurion Lounge network.  This team member will play a key role in owning two key parts of the team strategy and customer experience: access policies and the quality assurance program.  He/she will be responsible for managing all access policies, including the ongoing management of our Lounge Guest Access Policy.  In addition, he/she will own the Centurion Lounge Quality Assurance program, leveraging multiple sources to measure the resonance of the Centurion Lounge experience, and extract key highlights and opportunities to inform future product and operational innovation. 

Key Responsibilities

• Contribute to the exceptional delivery of the Centurion Lounge customer experience; leverage insights and tools to identify opportunities to improve the experience and optimally meet Card Member needs when traveling to drive Centurion Lounge & premium product KPIs.
• Manage the Centurion Lounge Quality Assurance program, including the CSAT (customer satisfaction) reporting program and partnering with Lounge Operations to extract key insights that inform operational and programming innovation opportunities.
• Lead the management of all Centurion Lounge access policies, including the management of LGAP (Lounge Guest Access Policy).  Lead cross-functional efforts with Lounge Operations, Legal, Compliance, Marketing, Digital and Card Product to ensure all access policies are clearly communicated to Card Members and are structured to drive optimal lounge customer experience. 

Qualifications

• 1-2 years of relevant experience preferred
• Bachelors required
• Solutions-oriented, strategic thinker with attention to detail
• Strong cross-functional partner management skills
• Strong verbal and written communications skills
• Passion for and/or thorough understanding of the premium travel landscape and marketing
• Ability to identify opportunities proactively and independently for improvement and drive results
• Team player with a passion to create the best customer experience for our Card Members
• Confidence, personal presence, and comfort interacting with all levels of the organization
• Ability to stay calm under pressure and flexible amidst change
• Ability to seamlessly juggle multiple projects and priorities

Salary Range: $55,000.00 to $105,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. Thats why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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