Global Customer Experience Manager – Digital Payments

🏢 ABOUT THE COMPANY

American Express, founded in 1850, is a global leader in the payments industry with a presence in over 120 countries. Our mission is to deliver world-class customer experiences and innovative payment solutions. With over 60,000 employees worldwide, we pride ourselves on our collaborative culture, commitment to diversity and inclusion, and dedication to making a positive impact on society.

🎯 ROLE OVERVIEW

As a Global Customer Experience Manager – Digital Payments, you will play a critical role in shaping the future of payment solutions for our customers. Reporting to the Director of Customer Experience, you will be responsible for leading the design and delivery of exceptional customer experiences across our digital platforms, including mobile, online, and in-app channels. Your expertise will help us stay ahead of the curve in a rapidly evolving payments landscape, driving business growth and customer loyalty.

📋 KEY RESPONSIBILITIES

Develop and implement customer experience strategies for digital payment solutions, aligned with business objectives and customer needs.

Create customer journey maps, user personas, and experience design principles to inform design decisions.

Collaborate with cross-functional teams, including product, engineering, and marketing, to ensure seamless customer experiences.

Conduct user research and testing to validate design decisions and measure customer satisfaction.

Analyse customer feedback and data to identify trends and areas for improvement.

Develop and maintain customer experience metrics and reporting dashboards.

Stay up-to-date with industry trends, best practices, and emerging technologies to inform strategic decisions.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in customer experience design, product management, or a related field.

Bachelor's degree in Design, Human-Computer Interaction, or a related field.

Proven experience in leading customer experience design and delivery for digital payment solutions.

Strong understanding of user experience principles, customer journey design, and human-centred design methodologies.

Excellent communication, collaboration, and project management skills.

Experience with design tools such as Sketch, Figma, or Adobe XD.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Design or a related field.

Certification in customer experience design or a related field.

Experience with customer experience analytics and metrics.

Knowledge of emerging technologies such as AI, blockchain, or IoT.

💰 WHAT WE OFFER

£50,000 - £80,000 per annum, depending on experience.

Comprehensive health insurance package.

Contributory pension scheme.

25 days' annual leave.

£1,000 annual learning and development budget.

Flexible hybrid working policy.

Collaborative and dynamic team culture.

Opportunities for career growth and professional development.

👥 ABOUT THE TEAM

Our team is a diverse and innovative group of professionals passionate about delivering exceptional customer experiences. We work closely together, sharing ideas and expertise to drive business success. Recent projects have included the launch of a new mobile payment app and the redesign of our online payment platform.

📨 HOW TO APPLY

Please submit your application, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

📋 Job Details

Job Type	PART TIME
Location	London, GB
Address	The American Express Company Buckingham Gate London SW1E 6AF, SW1E 6AF
Salary	GBP 50,000 – 80,000 / 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.