Senior Manager, Application Experience Transformation

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 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.

American Express Global Commercial Services (GCS) is the leading payments provider for businesses and corporations of all sizes, with small business being the largest customer segment.

The Global Commercial Services Marketing team (GCSM) is responsible for making business membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It is also offers a range of small business banking and B2B solutions.

The Senior Manager, Application Experience Transformation will lead the forward-looking vision to unify and simplify prospect and customer-facing application experiences across all segments. This role will define and articulate the end-to-end decision journey, from acquisition through enrollment and ongoing enablement, ensuring alignment between marketing, application design, technology architecture, governance, and long term enterprise strategy. The individual will serve as both strategic architect and transformation leader, driving cross functional alignment, AI integration, and execution roadmaps that modernize how we acquire, enroll, and serve customers at scale.

How You Will Make an Impact

• Set the Commercial Vision: Define and champion a unified, simplified prospect and customer application journey across all segments, aligning marketing, decisioning, enrollment, and long-term enablement into a cohesive future state.
• Simplify and Modernize the Ecosystem: Drive consolidation of fragmented application experiences and technology stacks to create consistency, reduce friction, and enable scalable growth.
• Lead AI Enabled Innovation: Integrate intelligent automation and AI driven capabilities, including data pre fill and decision support, through responsible third-party partnerships that enhance speed, accuracy, and customer experience.
• Orchestrate Cross Functional Transformation: Program manage the roadmap from strategy to execution, aligning business, product, technology, risk, and marketing partners while clearly articulating progress and impact to executive stakeholders.
• Deliver Measurable Funnel Improvement: Use data to optimize conversion, reduce drop off, improve customer satisfaction, and establish clear performance metrics that demonstrate business value.

What We Are Looking For in You

• Strategic Thinker: Strong ability to translate complex business needs into clear, actionable strategies that optimize the acquisition and application funnel. You can connect marketing, experience design, underwriting or decisioning, and technology into a cohesive future state model.
• Challenger of the Status Quo: Comfortable building something new where no established playbook exists. Willing to question legacy assumptions, propose bold alternatives, and lead the organization through change.
• Strong Leadership & Communication: Proven ability to lead cross functional teams through transformation with clarity and confidence. Skilled at stakeholder engagement across business, product, technology, marketing, legal, and risk partners. Exceptional storytelling skills that translate complex transformation into clear executive narratives.
• Data Driven Decision Maker: Uses quantitative and qualitative insights to drive process optimization and continuous improvement. Comfortable defining KPIs, interpreting performance data, and adjusting strategy based on measurable results.
• Technically Conversant: Able to engage product and engineering partners in discussions around APIs, data flows, AI capabilities, and platform architecture without needing to be the primary builder.
• Governance & Compliance Knowledge: Experience operating within governance frameworks and regulated environments, ensuring compliance and risk management while maintaining agility and innovation. Ability to design processes that scale responsibly.

Minimum Qualifications

• Bachelor’s degree in Business, Marketing, Strategy, or a related field
• 5+ years of experience in strategy, product management, transformation, or application experience leadership
• Excellent written and verbal communication skills, particularly in executive summaries, strategic narratives, and stakeholder updates
• Demonstrated experience leading cross functional initiatives with measurable business impact
• Strong understanding of marketing funnel dynamics, digital acquisition, and customer lifecycle management

Preferred Qualifications

• Familiarity with the GCS applications landscape and customer acquisition processes
• Experience leading AI enabled initiatives or intelligent automation within customer facing journeys
• Background in governance, risk, and compliance frameworks within regulated environments
• Experience unifying complex technology ecosystems and modernizing application or enrollment platforms
• Familiarity with Agile methodologies and comfortable working closely with product and technology teams
• Advanced degree such as MBA or Master’s in a related field

Salary Range: $103,750.00 to $174,750.00 annually + bonus + benefits

The above 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.

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