Contractor, Digital Customer Experience Strategist — Payments and Loyalty

🏢 ABOUT THE COMPANY

American Express, founded in 1850, is a global leader in the payments industry, powering innovation and growth for millions of businesses and consumers around the world. Our mission is to be the world's most respected, connected and innovative company. With over 65,000 employees worldwide, we pride ourselves on a culture that values diversity, inclusion, and customer obsession. We're a company that's always pushing the boundaries of what's possible, and we're seeking talented individuals to join our team.

🎯 ROLE OVERVIEW

As a Contractor, Digital Customer Experience Strategist, you will play a critical role in shaping the customer experience across our loyalty and payments platforms. Reporting to the Senior Director of Digital Experience, you will work closely with cross-functional teams to identify business opportunities, develop and implement digital solutions, and drive customer engagement and loyalty. Your impact will be felt across the organization, as you help us stay ahead of the curve in an ever-changing digital landscape.

📋 KEY RESPONSIBILITIES

. Develop and implement customer experience strategies to drive loyalty, engagement, and retention across our payments and loyalty platforms.

. Collaborate with cross-functional teams, including product, marketing, and UX design, to identify business opportunities and develop digital solutions.

. Conduct customer research and analysis to inform experience design and business decisions.

. Analyze customer feedback and metrics to measure the effectiveness of digital initiatives.

. Develop and manage project plans, timelines, and budgets to ensure successful project delivery.

. Stay up-to-date with industry trends, customer needs, and emerging technologies to inform experience design and business decisions.

. Develop and maintain strong relationships with key stakeholders, including product owners, marketers, and customer experience teams.

. Provide thought leadership and expertise on customer experience to cross-functional teams.

. Collaborate with other teams to identify and prioritize business opportunities.

✅ REQUIRED QUALIFICATIONS

. 8+ years of experience in digital customer experience strategy, product management, or related field.

. Proven track record of developing and implementing customer experience strategies that drive business results.

. Strong understanding of customer experience best practices and industry trends.

. Excellent communication, collaboration, and project management skills.

. Experience working with cross-functional teams and stakeholders.

. Strong analytical and problem-solving skills.

. Familiarity with customer feedback and analysis tools.

. Bachelor's degree in a relevant field, such as business, marketing, or design.

⭐ PREFERRED QUALIFICATIONS

. Experience in the payments or loyalty industry.

. Knowledge of emerging technologies, such as personalization, AI, or mobile payments.

. Certification in customer experience, such as CEM or CCXP.

. Experience working with Agile methodologies.

💰 WHAT WE OFFER

As a Contractor with American Express, you can expect a highly competitive salary range of £55,000 - £75,000 per annum, plus a benefits package that includes private health insurance, a generous retirement plan, 25 days of vacation time, and a learning and development budget of £2,000 per year. We offer a hybrid work arrangement, with a mix of in-office and remote work, to support your work-life balance. Our team culture is collaborative, dynamic, and inclusive, with a strong focus on diversity, equity, and inclusion.

👥 ABOUT THE TEAM

Our Digital Customer Experience team is a dynamic and innovative group of professionals who are passionate about shaping the customer experience across our loyalty and payments platforms. We work closely with cross-functional teams to identify business opportunities, develop and implement digital solutions, and drive customer engagement and loyalty. Our team is known for its collaborative and inclusive culture, with a strong focus on diversity, equity, and inclusion.

📨 HOW TO APPLY

If you are a motivated and experienced digital customer experience strategist looking to join a global leader in the payments industry, please submit your application, including your resume and a cover letter, to [insert contact email]. We look forward to hearing from you!

📋 Job Details

Job Type	CONTRACTOR
Location	Hammersmith, GB
Address	The Broadway, W6 9PP
Salary	GBP 55,000 – 75,000 / year
Industry	General
Company	American Express
Valid Until	2026-10-13

📨 How to Apply

Submit your updated CV and a brief cover letter to American Express. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.