Job Description

Senior Manager, Digital Travel & Lifestyle Experiences

American Express Travel & Lifestyle Services:

American Express entered the travel agency business in 1915, and today is one of the world’s largest luxury travel and lifestyle networks. As part of the Consumer Services Group, the Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, and unrivaled benefits to Card Members seeking leisure or business travel and lifestyle experiences. TLS plays a critical role in Card customer engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings.

The Global Digital Customer Experience organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all-time highs, and through continued investment and focus, we seek to continue building out our infrastructure to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.

The Role:

We are seeking a customer-focused and execution-oriented Manager, Digital Travel & Lifestyle Experiences to help shape and deliver exceptional digital experiences across our premium travel ecosystem. This leader will drive customer-centric product initiatives and partner closely with business, technology, design, analytics, and operations teams to bring innovative customer experiences to market.

This role is ideal for a digital product and experience leader who combines strategic thinking with strong execution skills and has experience delivering customer-facing digital products, driving cross-functional initiatives, and creating measurable business impact through customer-focused innovation.

Key Responsibilities:

• Drive digital customer experience strategy and execution informed by customer insights, market trends, and business priorities.
• Manage and deliver product roadmaps that balance customer needs, business objectives, and technology investments. Lead cross-functional initiatives from concept through execution with clear outcomes and accountability.
• Use customer feedback, analytics, and experimentation to guide product decisions and prioritization. Partner with UX and design teams to create seamless, intuitive digital experiences.
• Collaborate across Product, Engineering, UX, Marketing, Analytics, and Operations to align priorities and drive results. Effectively communicate progress, risks, and outcomes to stakeholders and leadership.
• Monitor and optimize the performance, reliability, and scalability of customer-facing digital experiences. Leverage data and KPIs to identify opportunities for continuous improvement.

Qualifications:

• 5+ years of experience in digital product management, customer experience, or digital platform roles within consumer-facing organizations.
• Proven experience managing and delivering customer-facing digital products and experiences.
• Demonstrated ability to lead cross-functional initiatives and drive measurable business outcomes.
• Strong understanding of digital product development, customer experience design, personalization, experimentation, and engagement strategies.
• Experience creating differentiated digital experiences in industries such as travel, hospitality, financial services, e-commerce, retail, or other customer-centric businesses.
• Ability to navigate ambiguity, prioritize competing demands, and execute effectively in a fast-paced environment.
• Strong communication, collaboration, and stakeholder management skills, with experience working across organizations.
• Analytical mindset with experience leveraging customer insights, experimentation, and performance metrics to inform decision-making.

Preferred Experience:

• Experience in travel, hospitality, financial services, e-commerce, marketplace, or other digitally sophisticated consumer industries.
• Experience managing customer-facing digital products or platforms at scale.
• Familiarity with Agile product development methodologies and modern digital technology ecosystems.
• Experience using data, experimentation, and customer research to optimize digital experiences and drive business results.

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

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.