Job Description
Global Servicing (GS) oversees all card, travel, and concierge service and operations functions for the company’s global consumer, banking, merchant, and commercial customers, as well as key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
The Strategic Change and Transformation (SCT) team sits within Global Servicing and is responsible for shaping and delivering the most critical strategic initiatives across GS. We partner closely with GS leadership to define priorities, drive disciplined execution, and deliver meaningful outcomes for our customers and colleagues around the world.
About The Role
As Vice President of Strategic Change & Transformation, you will partner directly with senior leaders across Global Servicing and the broader enterprise to shape and deliver high-impact strategic initiatives that advance GS priorities. You will lead complex, cross-functional engagements from problem definition and strategy development through execution, translating strategic priorities into measurable impact for our customers, colleagues, and business.
Your portfolio will span some of Global Servicing’s most important transformation opportunities, focusing on customer and colleague experience, operational simplification, and emerging capabilities. Current engagements include revamping our approach in Chat, defining our broader inbound servicing strategy, and enabling the next wave of agentic customer conversations.
You will bring structure and clarity to complex, ambiguous challenges; mobilize teams across organizational boundaries to drive execution; and influence senior stakeholders to turn strategy into action. Success in this role requires a strong combination of strategic thinking, disciplined execution, executive-level communication, and the ability to drive meaningful change at scale.
Responsibilities
- Lead a portfolio of high-priority strategic engagements across Global Servicing, from strategic planning through execution Partner with senior leaders to identify value creation opportunities, frame critical issues, and define the objectives and scope of strategic engagements.
- Provide leadership across three Director-led teams, ensuring rigorous problem solving, high-quality analysis, and clear, actionable recommendations.
- Build consensus with business partners on strategic choices and recommendations, translating strategy into action and establishing the path to implementation.
- Oversee multiple concurrent initiatives, ensuring teams maintain pace, focus, and a high standard of output.
- Lead and develop high-performing teams while strengthening SCT's capabilities and culture through coaching, knowledge building, and talent development.
Qualifications
- Significant recent experience in management consulting, corporate strategy, transformation, or a comparable project-based strategic role.
- Exceptional problem-solving skills, including problem structuring, analysis, synthesis, and development of actionable recommendations.
- Demonstrated ability to lead multiple complex strategic engagements and move rapidly from ambiguous problems to clear recommendations and action.
- Strong track record of building trusted relationships with senior leaders, creating alignment, and influencing decisions in matrixed environments.
- Exceptional communication and executive presence, with the ability to distill complex issues into clear choices and recommendations.
- Proven ability to provide intellectual leadership, develop talent, and lead high performing teams.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About The Team
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's 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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The below 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.
