Senior Manager - Personalization Strategy & Standards

Job Description

The Enterprise Digital Experiences (EDX) team leads development of the Mobile App & Website and is focused on building best-in-class digital experiences that maximize enterprise value through trusted, scalable platforms and modern ways of working. As the team looks to keep pace with evolving customer expectations, we believe that Personalization will play a pivotal role in driving customer engagement, revenue and satisfaction by demonstrating that we truly ‘know our customers’.

The role sits within the Customer Personalization team and will be crucial in helping drive personalization strategy, articulating enterprise and membership value, defining content standards, and advancing experimentation across digital experiences.

The Senior Manager will play a critical role in translating strategy into execution - driving research, operationalizing best practices, coordinating cross-functional efforts, and ensuring delivery of high-impact personalization initiatives. This role partners closely with business units, analytics, marketing, and product teams to enable measurable outcomes through personalization, experimentation, and content strategy.

Responsibilities

1. Strategy & Research

• Support research on personalization trends, innovations, and best practices
• Synthesize insights into clear, actionable recommendations and contribute to roadmap development
• Help develop thought leadership and drive alignment across partner teams
• Support the development and implementation of CX standards for personalization and digital content
• Drive adoption of content standards across business units through ongoing engagement and enablement
• Partner with Analytics to maintain and report on the personalization scorecard
• Collaborate with domain teams, personalization teams, and internal platforms to embed best practices
• Provide guidance to marketing teams on content strategy, including optimization of placements and experiences

2. Content Strategy & Governance

• Support the development and implementation of CX standards for personalization and digital content
• Drive adoption of content standards across business units through ongoing engagement and enablement
• Partner with Analytics to maintain and report on the personalization scorecard
• Collaborate with domain teams, personalization teams, and internal platforms to embed best practices
• Provide guidance to marketing teams on content strategy, including optimization of placements and experiences

3. Strategic Execution

• Manage execution of high-priority personalization initiatives across multiple lines of business
• Coordinate across stakeholders to ensure alignment, timelines, and delivery of key programs
• Help drive execution of complex, cross-functional initiatives (e.g. personalization programs, monetization efforts)
• Prepare materials and support governance forums (e.g., SteerCos, working groups)
• Track progress, risks, and dependencies to ensure initiatives maintain momentum

4. Experimentation & Optimization

• Support the execution of the Personalization Test & Learn agenda
• Partner with Analytics to monitor performance of placements, treatments, and strategies
• Translate data insights into actionable recommendations for optimization
• Work with teams to design, launch, and iterate on experiments
• Ensure measurement frameworks and scorecards are consistently applied and understood

Qualifications

• 6–9 years of experience in digital strategy, personalization, product, analytics, or consulting

• Experience working on cross-functional initiatives in matrixed organizations

• Strong analytical mindset with experience in experimentation and performance measurement

• Ability to translate strategic direction into structured execution plans

• Familiarity with content strategy and personalization across digital channels

• Strong stakeholder management and communication skills

• Ability to operate independently while collaborating closely with senior leaders

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

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

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.​