Job Description
Amex India is looking for an Analyst – Digital Capabilities & Marketing planning to build the digital capabilities demonstrating the products and services we have to offer.
This role within the Central Marketing Organization (CMO) will play a pivotal part in shaping and delivering the benefits, offers etc. via the Digital Channels – Web and App for American Express in India. American Express is seeking a customer-centric and digitally driven marketer to lead the Web Account and App customer journey strategy across all digital touchpoints. This role will be responsible for shaping seamless, personalized, and engaging experiences for Cardmembers across digital platforms.
- Own and optimize the end-to-end customer experience across Web Account and Mobile App journeys.
- Identify opportunities to simplify, enhance, and elevate digital interactions for Cardmembers.
- Drive customer-first experiences across onboarding, servicing, engagement, and retention touchpoints.
- Lead personalization strategy across digital channels using customer behavior, segmentation, and data insights.
- Work closely with Product, Design, and Technology teams to enhance customer journeys and user interfaces.
- Develop targeted engagement strategies to improve digital usage, feature adoption, and customer satisfaction
- Manage digital merchandising and in-app/web marketing placements to support business priorities and customer value propositions.
- Ensure all digital communications align with brand tone, UX best practices, and customer needs.
- Collaborate with creative and content teams to deliver compelling and customer-centric messaging.
- Monitor and analyze customer engagement metrics, campaign performance, and digital behaviors.
- Translate insights into actionable recommendations to optimize customer journeys and drive business outcomes.
- Partner across cross functional teams to execute initiatives effectively.
- 5+ years of experience in Digital Marketing, Customer Experience, CRM, Product Marketing, or Digital Product roles. Experience in financial services, premium consumer brands, or digital-first organizations.
- Strong understanding of digital customer journeys, personalization, and lifecycle marketing.
- Experience managing web/app customer experiences within large-scale digital ecosystems.
- Knowledge of UI/UX principles and customer-centric design thinking.
- Strong analytical and problem-solving skills with experience interpreting customer and campaign data.
- Educational qualification minimum requirement of MBA or equivalent Master’s degree
- High ownership mindset, strategic thinking capability, and ability to operate in a fast-paced, matrixed environment.
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.