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American Express Senior Analyst, Loan Services Marketing in New York, New York


U.S. Consumer Marketing Services (CMS) strives to make membership essential to US Consumers. CMS’s remit includes acquisition of new members, establishment of early tenure relationships with new customers, loyalty marketing for existing members and reengagement efforts. The Manager, Customer Marketing will join the U.S. Customer Market team within CMS which carries a mission to deliver distinct marketing on behalf of the enterprise that makes American Express essential to our existing customers. He/she will join a group of talented, passionate marketers rallied behind goals to leverage the customer as a platform for growth─ deepening revenue and share in ways difficult for others competing in the marketplace to replicate.

The Go-to-Market Strategy team in US Customer Marketing enables lifecycle marketing strategies which enrich customer and marketer experiences for future growth. We partner heavily across all Marketing, Product, Brand, Operations, Finance, Technology, Data Science & Analytics teams to enable new Card products & benefits, deepen customer relationships, and unlock capabilities to unify the customer experience. One new way we are working to deepen relationships is through adjacent lending verticals. This role will focus on introducing new lending offerings for our existing American Express Card Members.

As Sr. Analyst, Customer Loyalty Marketing, you will design and implement a targeted marketing and experience strategy which strengthens our relationship with existing Card Members and partnerships we create to provide new lending solutions and offers beyond Card benefits. You will be responsible for generating insights by evaluating communications in the marketplace and historical customer response and then using those insights to determine how we best engage our customers with our marketing capabilities.

You will have the opportunity to define a bold, goal-focused plan for 2021, align internal teams to that plan, and then collaborate heavily across enterprise teams to execute it. After marketing launches, you will be the voice of customer feedback and measurement to evaluate what’s working for our customers and to identify opportunities to optimize future marketing in channels like web, email, mobile, media and search. The ideal candidate is a marketer at heart─ strong customer instincts, known for big, creative ideas and experience working across many teams, internal and external partners, to build strong relationships and execute on those ideas. We are hiring two Senior Analysts and these roles will report to the Manager or Senior Marketing manager of Adjacent Lending.

Key Responsibilities:

Marketing Plan Development: Partner with program owners to understand goals and customer insights and design a 2020-2021 marketing plan covering segmentation, channel reach, offers, branding, messaging, acquisition forecasting and end to end execution.

Creative & Messaging Development: Craft briefs and lead relationship with external creative agencies, legal, compliance and risk to develop new marketing material to engage our customers across channels.

Campaign Execution: Partner with marketing operations and data science to set up campaigns across channels like email, web, mobile, media and search, leading testing, proofing and in market campaign launches on time and in compliance.

Phone Servicing Management: Design forecast of expected customer response and collaborate with internal and external partners to evaluate capacity needs, synthesize insights from customers, and adjust marketing to improve the customer experience.

Marketing Performance Measurement: Own KPIs and design scorecards to measure effectiveness of marketing performance, performing post-launch analysis and publishing insights to stakeholders.


  • Previous marketing experience, either in B2B or B2C spaces, and undersatnding of best practices in campaign management, including data analysis, modeling, segmentation, creative and common methods of execution

  • Very strong partner management skills, with experience building new relationships and driving success together as one team.

  • Natural team player who can deliver results resourcefully in a highly collaborative and fast-paced environment where many teams and levels rely on your leadership.

  • Strong planning skills to track, juggle and coordinate progress of multiple campaigns.

  • Solution-oriented with confidence coming to the table with creative options on how to solve a problem.

  • Passion for understanding customer behavior, including what’s happening in the industry and what great marketing looks like.

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

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

Job: Marketing

Primary Location: US-New York-New York

Schedule Full-time

Req ID: 20007158

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