Director - Digital Product Journey Analytics

At American Express, our culture is built on a 175-year history of innovation, sharedand 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.

Overview of the Business:

Global Commercial Services (GCS) is the leading payment issuer and partner for businesses with products and services that help them grow and run their businesses. The GCS Product Analytics team plays a pivotal role within the GCS Products organization by providing advanced analytics and statistical methodologies to driver deep insights into client behavior. Our mission is to inform and shape product strategies and deliver connected, personalized experiences that foster deeper client engagement and drive sustainable, profitable growth.

How will you make an impact in this role

The GCS Product Analytics group is currently hiring for a Director, Digital Product Journey Analytics to lead the strategy and execution of analytics that illuminate the experience of our customers in our digital product journeys and connect those experiences to business outcomes. This role will play a critical part in influencing digital product strategy & decision making by conducting in-depth ad hoc analysis and deep dives into customer digital engagement data to evaluate effectiveness of digital product experiences.

This role represents a unique opportunity to sit at the intersection of data, product, and technology, ensuring that analytics is not just measuring the business but actively moving it forward. The ideal candidate will bring a unique balance of technical skills combined with a strategic mindset and the ability to communicate effectively. They will be able to work in white space with unstructured problems and can build successful partnerships with a large variety of teams and business units to identify opportunities and influence outcomes.

Responsibilities

• Define and execute the digital product analytics strategy, aligning data initiatives with business goals to drive growth, engagement, and innovation across the digital ecosystem.
• Translate business problems into data strategies and lead analytical workstreams that drive understanding of growth and engagement levers across the digital ecosystem leveraging advanced analytical techniques including clustering, machine learning, and statistical analysis
• Provide strategic guidance on product roadmap prioritization and feature development, modeling potential business impact and advising senior leaders
• Provide readouts on new product launches and digital experiences, highlighting key learnings and recommendations for ongoing optimization.
• Serve as a subject matter expert on digital experience data, championing best practices in measurement, experimentation, and performance optimization.
• Establish repeatable frameworks, playbooks, and dashboards that drive scalable influence across products and experiences
• Partner with Product and Engineering to ensure continuity, consistency, and scalability of analytics implementation across experiences
• Collaborate with product managers to define and build KPIs to monitor digital health, product success, and customer engagement.
• Design and build self-service dashboards to track KPIs, monitor performance metrics, provide actionable insights and drive continuous improvement.
• Lead the design, execution, and measurement of experiments (A/B and multivariate testing) to evaluate product performance and enhance user journeys
• Craft compelling data-driven stories that distill complex analytics into clear, impactful insights for diverse audiences, including senior leaders and cross-functional partners.
• Lead, coach, and develop a team of 8-10 analytics professionals, fostering technical excellence and a culture of curiosity, collaboration, and innovation.

Qualifications

• 8 plus years of relevant professional experience including extensive experience in hands-on analytical role(s) driving performance optimization through the application of advanced decision sciences.
• Extensive experience using cloud-based analytical tools, querying languages, and visualization software (e.g., SQL, Python, Databricks, Tableau)
• Experience with funnel and product analytics tools such as Heap, Adobe Analytics, Amplitude, or Mixpanel
• Strong product and UX intuition with the ability to identify and quantify friction points in digital journeys.
• Expertise in journey analytics, funnel optimization, and experimentation
• Proven track record translating business problems into data strategies and solutions, leading complex, multi-stage analytical workstreams, and advising senior leadership on data-based insights
• Proven ability to lead and develop team of product analysts, providing leadership and coaching to the team in areas such as application of advanced analytical concepts, sustainable data models, and effective presentation
• Excellent written and verbal communication skills with the ability to explain technical concepts and analytics-driven findings to non-technical stakeholders, and to explain business processes, concepts, and issues to technical resources
• Strong curiosity and initiative in tackling complex business analysis dives deeply into the data, relentlessly pursues its meaning, and how these insights can drive business performance
• Bachelor's degree Advanced degrees in a quantitative field (e.g. statistics, engineering, math, science, economics, etc.) preferred.

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

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.

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