Sr Mgr / Manager, Customer Experience – Conversion Rate Optimization, New Lending Products

Job description

American Express invites you to share your resume so you can be considered for future Manager-level opportunities in the New York-based Consumer Lending organization.

Sr Mgr / Manager, Customer Experience – Conversion Rate Optimization, New Lending Products

Description

Growing consumer lending, through winning share from our customers and the development of new lending products, are top priorities as American Express mobilizes to capitalize on key growth opportunities over the moderate term. The Global Consumer Lending organization has been created to evolve our portfolio and approach with the aim to transform the way we meet borrowing needs in an evolving landscape.

This position will provide support and analysis for the New Borrowing (off-card Installment Lending) business in CPS. This role will be part of the Customer Experience team, which responsible for designing, managing, and optimizing all customer touchpoints to create a best-in-class installment lending experience. The role will specifically focus on conversion rate optimization and UX discipline. The role provides leadership and experience in helping to architect the ideal site experience. This involves the use of website testing (A/B & MVT), UX design consulting and continuous website optimization. This is a great opportunity to be a part of a startup-like environment and a new business that is a priority for American Express.

Primary responsibilities include:

· Managing the conversion optimization strategy from data-driven ideation, execution, reporting and analysis
· Owning and communicating the testing roadmap that identifies testing opportunities and all pertinent information regarding those tests including hypotheses, success metrics, testing requirements, timelines, features/user stories, testing platform, etc.
· Collaborate with internal and external resources to execute UX design tests (legal, compliance, agency, technology, and test and learn teams)
· Actively optimize the user journey, reporting and taking action on key metrics and KPIs, through continuous website testing and user experience improvements
· Work with end-to-end PMOs to manage all Customer Experience-led build timelines

Desired profile

Qualifications

·  A passion for UX design and research
·  Minimum of 3-5 years' experience in a website testing and UX focused role · Strong knowledge of one or more testing platforms (e.g. Maxymiser, Adobe Target, etc.)
·  Highly proficient in web analytics (e.g. Adobe Analytics, etc.)
·  Solid understanding of the statistics and mathematics behind effective website testing.
·  Highly strategic thinker who can creatively and quickly adapt style and approach based on industry and marketplace trends
·  Enthusiastic problem-solver with the ability to conceive creative, yet simple solutions to better meet the needs of customers
·  Strong interpersonal, relationship, and influence management skills that allow for close partnerships with many different constituents
·  Strong project management and results driven mindset with a proven ability to manage and deliver against multiple priorities in a fast-paced, dynamic environment
·  Self-starter with an entrepreneurial mindset comfortable operating in a start-up environment
·  Proven ability to manage and deliver against multiple priorities in a fast-paced, dynamic environment
·  Strong written / oral communication, problem-solving and time management skills

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.