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.
ResponsibilitiesKey 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.
About UsAt 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.
About the TeamWe 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
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- 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
For a full list of Team Amex benefits, visit our Colleague Benefits Site.
Skills Required
- 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 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
- Employment eligibility to work with American Express in the United States (no visa sponsorship provided)
- 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
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
