Customer Experience

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. As part of Team Amex, you'll experience this 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.

How will you make an impact in this role?

We are seeking an experienced and exceptional operational performance manager for insurance business; this position is responsible for monitoring operative metrics, post-sale indicators, customer service quality while driving innovation to enhance the digital experience. The role supports continuous improvement initiatives, collaborates across teams, and contributes to digital transformation efforts that elevate customer experience and operational efficiency.

Key Responsibilities:

Define the operational strategy and long-term roadmap for post-sale operations and ensure customer experience.

Ensure portfolio performance metrics are accurate, reliable and consistently monitored, implementing controls and validation process to maintain data integrity and support strategic decision making.

Oversee end-to-end post-sale operations and metrics including fulfillment, customer onboarding, customer servicing and engagement, processes improvement, and collection efficiencies.

4.     Collaborate in strategic planning and decision making at leadership level representing the operational and customer perspective to drive digital projects and tools to enhance customer experience and operational performance.

Develop and maintain effective communication channels for post-sale inquiries, support and create strategies to increase portfolio persistence.

6.     Improved communication skills to collaborate with cross-functional teams to define critical paths and strategies to ensure seamless post-sale operations.

Prepare regular reports on efficiency and customer experience KPIs for leadership.

8.     Collaborate with rest of team to analyze, develop and execute digital transformation projects impacting main metrics, E2E processes and customer experience strategy.

9.     Support initiatives to enhance the insurance wallet and digital service offerings.

10.   Research and recommend innovative tools and practices to improve service delivery

Required Skills & Qualifications:

Bachelor's degree in Business Administration or related field.

+4 years of experience in customer service, operations, or process improvement (insurance industry preferred).

Strong analytical skills with ability to interpret data, drive insights and managing projects.

Excellent communication and coordination abilities.

Familiarity with CRM systems, call center technologies, and digital tools.

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 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.