Date: Jan 21, 2014
Location: London, GREATER LONDON, GB
Manager, Digital Program Manager/ Digital Marketing Manager (12 Month Maternity Cover)-13017976
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
Over the past years, AEXP has been “Digitizing the Business” by developing and implementing innovative customer-centric digital solutions that have driven change across the organization whilst driving growth (increased digital usage), efficiency (cost reduction) and service (customer satisfaction). American Express has a strong brand globally that stands for “world class service” and the cardmember audience skews premium.
American Express interactive (AXPi) develops & implements customer-centric experiences that leverage the company’s technologies and capabilities (eg content management, personalization engine etc) and customer data – whilst ensuring governance compliance (eg legal, compliance, brand, technology security etc)
This role will sit within the Mobile & Tablet experience development team but will coordinate efforts across all the experience development teams and AXPi owned-experiences (i.e PC, Tablet, Mobile – across the Homepage, navigation, the Summary of Accounts, latest transactions, bill payment and Profile & Preference centre).
2014 will see increased change in American Express’ Digital offerings as the focus will move towards developing best-in-class digital solutions that not only optimize our core servicing journeys, but also look to bring to life our “Membership Value proposition” (ie card benefits incl Rewards, insurance, airport lounges, travel bookings, presale access to events/ theatre/ restaurants etc). Whilst the remainder of the team will be focused on Product development for the Mobile experience, this role will focus on setting up and running the “Membership Program” and coordinating development of “Membership” tests in Mobile app & PC/ Tablet web across AXPi.
Key Objectives of the Membership Program include:
1. Developing the Membership Value Proposition, following business partner interviews (with both central and local market teams), market analysis, customer research etc - across 5 key markets – feeding this into all the AXPi development teams
2. Work with all product owners (across Mobile, Tablet, PC) & the UX/ UI team to develop concepts for how membership should come to life within the AXPi owned assets/ journey (ie homepage, navigation, Summary of Accounts post login, viewing latest transactions, bill payment & managing preferences within the profile & preference centre)
3. Developing a cross-functional implementation Plan that will test concepts, hypotheses & key messages, in key placements, to key audiences.
4. Working with business partners & AXPi partners to ensure the provision of content for relevant audiences (premium & non-premium cardmembers) that will enable the implementation of the tests
Qualifications
Key Responsibilities
1. Setting up & running the Membership Program – instilling key project management fundamentals. This will include….
o Defining PM Infrastructure
§ Identify resources & stakeholders
§ Define roles, responsibilities, accountabilities
§ Define governance structure
o Project Definition
§ Define objectives, scope, benefits, KPIs and risk
§ Develop project approach
§ Develop resource plan
o Project Plan
§ Develop detailed work plan (covering schedule, resources, costs) across the multiple business partner and AXPi partner groups.
§ Define Communication Plan that will enable success within a highly matrix-driven company
§ Work with business partners & AXPi partners to secure resources upfront & during the project. This role will be coordinating development across multiple teams vs managing development directly with the technology team.
o Project Management & Control
§ Develop project controls – charter, budget, risk management plan, status reports
§ Mange quality, risk & change
§ Co-ordinate the management of people at relevant points in the project
§ Track & review data
§ Review deliverables & effort
§ Report and analyze progress
o Project Closure
§ Develop detailed work plans for project closing
§ Complete post implementation review report
§ Discuss lessons learned (on an ongoing basis as part of the communication plan & at the end of the program)
2. Developing, sharing & publishing reporting for the Mobile & Tablet development team. This will include
o Monthly reporting of KPIs (incl Mobile & Tablet usage, efficiency metrics & customer satisfaction), leveraging numerous published reports
o Optimization of & monthly reporting on team’s monthly reporting that enable understanding of key drivers/ hindrances on KPIs. This will include pulling & reporting on insights from Omniture analytics, tealeaf & opinion lab, customer satisfaction reports, social media insight reports, performance reports etc
o Ad-hoc report pulling to feed into projects
Key Requirements
- Proven results driven Digital Program/ Project Management experience
- Experience working within a large client-side organization that is highly matrix-driven
- Strong Communication & influencing skills with a proven track record of being able to drive change across multiple cross-functional teams
- Experience working in close collaboration with multiple stakeholders and across International markets
- Demonstrated ability to develop successful strategies and ability to syndicate approach across multiple stakesholders
- Strong appreciation for digital across channels eg PC, Mobile, Tablet
- Relevant experience as outlined in the key responsibilities for this role
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We’re interested in where you came from, but we’re even more excited about where you will go with American Express.
If you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776
Job: Marketing
Primary Location: United Kingdom-Greater London-London
Schedule: Full-time
Job Segments: Program Manager, Marketing, Media Publishing, Credit, Risk Management, Management, Publishing, Finance
Description
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We’re committed to becoming the world’s most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
Over the past years, AEXP has been “Digitizing the Business” by developing and implementing innovative customer-centric digital solutions that have driven change across the organization whilst driving growth (increased digital usage), efficiency (cost reduction) and service (customer satisfaction). American Express has a strong brand globally that stands for “world class service” and the cardmember audience skews premium.
American Express interactive (AXPi) develops & implements customer-centric experiences that leverage the company’s technologies and capabilities (eg content management, personalization engine etc) and customer data – whilst ensuring governance compliance (eg legal, compliance, brand, technology security etc)
This role will sit within the Mobile & Tablet experience development team but will coordinate efforts across all the experience development teams and AXPi owned-experiences (i.e PC, Tablet, Mobile – across the Homepage, navigation, the Summary of Accounts, latest transactions, bill payment and Profile & Preference centre).
2014 will see increased change in American Express’ Digital offerings as the focus will move towards developing best-in-class digital solutions that not only optimize our core servicing journeys, but also look to bring to life our “Membership Value proposition” (ie card benefits incl Rewards, insurance, airport lounges, travel bookings, presale access to events/ theatre/ restaurants etc). Whilst the remainder of the team will be focused on Product development for the Mobile experience, this role will focus on setting up and running the “Membership Program” and coordinating development of “Membership” tests in Mobile app & PC/ Tablet web across AXPi.
Key Objectives of the Membership Program include:
1. Developing the Membership Value Proposition, following business partner interviews (with both central and local market teams), market analysis, customer research etc - across 5 key markets – feeding this into all the AXPi development teams
2. Work with all product owners (across Mobile, Tablet, PC) & the UX/ UI team to develop concepts for how membership should come to life within the AXPi owned assets/ journey (ie homepage, navigation, Summary of Accounts post login, viewing latest transactions, bill payment & managing preferences within the profile & preference centre)
3. Developing a cross-functional implementation Plan that will test concepts, hypotheses & key messages, in key placements, to key audiences.
4. Working with business partners & AXPi partners to ensure the provision of content for relevant audiences (premium & non-premium cardmembers) that will enable the implementation of the tests
Qualifications
Key Responsibilities
1. Setting up & running the Membership Program – instilling key project management fundamentals. This will include….
o Defining PM Infrastructure
§ Identify resources & stakeholders
§ Define roles, responsibilities, accountabilities
§ Define governance structure
o Project Definition
§ Define objectives, scope, benefits, KPIs and risk
§ Develop project approach
§ Develop resource plan
o Project Plan
§ Develop detailed work plan (covering schedule, resources, costs) across the multiple business partner and AXPi partner groups.
§ Define Communication Plan that will enable success within a highly matrix-driven company
§ Work with business partners & AXPi partners to secure resources upfront & during the project. This role will be coordinating development across multiple teams vs managing development directly with the technology team.
o Project Management & Control
§ Develop project controls – charter, budget, risk management plan, status reports
§ Mange quality, risk & change
§ Co-ordinate the management of people at relevant points in the project
§ Track & review data
§ Review deliverables & effort
§ Report and analyze progress
o Project Closure
§ Develop detailed work plans for project closing
§ Complete post implementation review report
§ Discuss lessons learned (on an ongoing basis as part of the communication plan & at the end of the program)
2. Developing, sharing & publishing reporting for the Mobile & Tablet development team. This will include
o Monthly reporting of KPIs (incl Mobile & Tablet usage, efficiency metrics & customer satisfaction), leveraging numerous published reports
o Optimization of & monthly reporting on team’s monthly reporting that enable understanding of key drivers/ hindrances on KPIs. This will include pulling & reporting on insights from Omniture analytics, tealeaf & opinion lab, customer satisfaction reports, social media insight reports, performance reports etc
o Ad-hoc report pulling to feed into projects
Key Requirements
- Proven results driven Digital Program/ Project Management experience
- Experience working within a large client-side organization that is highly matrix-driven
- Strong Communication & influencing skills with a proven track record of being able to drive change across multiple cross-functional teams
- Experience working in close collaboration with multiple stakeholders and across International markets
- Demonstrated ability to develop successful strategies and ability to syndicate approach across multiple stakesholders
- Strong appreciation for digital across channels eg PC, Mobile, Tablet
- Relevant experience as outlined in the key responsibilities for this role
We place great importance on doing what is right, what is best and what is innovative. And we continue seeking people to champion these values and beliefs as we grow. The world’s a big place, filled with big ideas and amazing people. And we want the best of them here at American Express. We’re interested in where you came from, but we’re even more excited about where you will go with American Express.
If you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or +44 (0)116 2421776
Job: Marketing
Primary Location: United Kingdom-Greater London-London
Schedule: Full-time
Job Segments: Program Manager, Marketing, Media Publishing, Credit, Risk Management, Management, Publishing, Finance
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