Sr Customer Experience Manager - United States

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Amex GBT Consulting is the consulting arm of American Express Global Business Travel, the leading Software and Services Company in the world.  Within the consulting organization – comprising of 200+ consultants across the globe - we work with the worlds most respected organizations and brands to accelerate their programs, applying our technology and expertise to enable social, economic and environmental progress.  Operating in a continually changing environment, our diversified consultants deliver on multi-disciplinary projects around travel and expense program optimization, from traditional sourcing activities up to enhanced sustainability initiatives.

We’re now looking for an ambitious Sr. Customer Experience Manager to join our consulting team based in the US. 

What You'll Do

You will manage the customer experience for a large enterprise hotel program by guiding and directing the customer and affiliate partners in an efficient, effective manner to achieve the objectives as set for in the engagement SOW, within the agreed timelines and associated costs. You will enjoy interacting across a diverse range of subject matters – including strategic hotel category sourcing, help desk/support management, remittance management, BI analysis, marketing and communications, sustainability, social media content creation, partner engagement and spend management to name but a few. 

You play a critical role in building and managing the transformation infrastructure and strategy by owning multiple transformation workstreams and priorities. You’ll exude confidence being in front of customers regardless of their seniority and will be able to present and communicate well in all scenarios.

This Sr. Customer Experience Manager role owns two key strategic categories, Change Management & Transformation and Communications.

Change Management & Transformation

The Sr. Customer Experience Manager will play a key role in ensuring the Enterprise Client’s hotel program transformation initiatives meet objectives on time and on budget through increased, efficiency, adoption and usage.  This role leads initiatives that streamline workflows, reduces waste, and enhances overall performance across the organization.

What you’ll do:

• Leverage your strong analytical skills, critical thinking abilities to drive organizational change by optimizing business processes.
• Design, map, analyze and redesign operational processes and identify problems and develop innovative solutions to streamline workflows.
• Analyze existing operations, develop and implement a strategic plan to improve the servicing performance through process optimization, automation and implementation of various tools, processes, and applications.
• Collaborate with cross-functional teams to understand business objectives, requirements, and challenges.
• Conduct root cause analyses to identify underlying issues, analyze data to identify trends & areas for improvements and develop data-driven solutions to address them.
• Develop and implement standardized processes, procedures, and standard methodologies to drive consistency and efficiency.
• Develop and implement metrics and KPIs to supervise process performance and measure the impact of improvement initiatives.
• Communicate progress, successes, and challenges to senior leadership, providing regular updates on the status of transformation initiatives.
• Provide guidance and coaching to project teams and partners to ensure successful implementation and sustainability of improvements.
• Ability to multi-task on a variety of different projects, in a high pace environment.
• Stay abreast of industry trends and best practices in process improvement and business transformation, incorporating new methodologies and tools as appropriate.

Communications

The Sr. Customer Experience Manager will also focus on the people side of change – including changes to program processes, systems and technology by implementing communication strategies and plans that enhance adoption and usage and minimize resistance. 

What you’ll do:

• Devise strategies that increase proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, return on investment and the achievement of results and outcomes.
• Define, craft and deliver the overall communication approach, lead partner assessments, own change management strategies, standard processes and materials related to the change for client Initiatives, including, Process Change, Transition Engagement Planning and Execution.
• Engage closely with a community of diverse client partners that have competing requirements while understanding the impact of the change to each partner group and various personas.
• Partner closely with the client’s internal communication team to determine best communication vehicles to disseminate messages, draft targeted communications and campaigns.
• Recommend best in class communication strategies, FAQs, and new/innovative techniques introducing new channels and content that enhance the traveler experience, produce cost savings related to traveler behavior and promotes operational efficiency.
• Proactively identifies risks and potential issues by providing relevant inputs and status and updates on Communication Strategy

What We’re looking for:

• Bachelor’s/master’s degree in Communications Management, Change Management or related field.
• Must be a US citizen.
• In depth knowledge of complex cross functional Government sector environment is a plus.
• 5-7 years’ work experience client facing experience, preferable in consulting.
• Consistent track record in successfully handling Operational Excellence/ process  improvement/Lean initiatives and driving business transformation initiatives.
• Should have the ability to analyze complex data sets & find opportunities for improvement and drive data-driven decision making.
• Experience with change management principles and methodologies.
• Continuous improvement approach with a passion for driving positive change and achieving measurable results.
• Excellent project management skills to lead multiple projects and initiatives simultaneously and meet deadlines.
• Strong communication and interpersonal skills, with the ability to effectively influence and collaborate with partners at all levels of the organization.
• Ability to act as a trusted advisor, capable of identifying transformation and expansion opportunity during customer interaction.
• Possess strong analytical skills, critical thinking abilities and a consistent record of driving organizational change, optimizing business processes, and a track record of successfully completing ground-breaking changes within complex environments.
• Collaborative, energetic, flexible and can-do attitude. You'll be able to rally people together from within the client organization through to internal resources in order to get things done.
• Critical thinker that thrives on working in an innovative environment that champions knowledge sharing and team collaboration.
• Analytically minded, understands data with ease and is comfortable in its transformation into insights and conclusions.
• Can multi-task with ease and manage competing priorities.
• Comfort with ambiguous, ever-changing situations with ability to thrive in a fast-paced and dynamic environment.
• Ability to solve problems with quantitative thinking and in-depth analysis.

Location

The US national annual base salary range for this position is from $70,000 to $140,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for our Annual Incentive Award plan, which rewards participants based on company and individual performance.  For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

The &anchor=TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!