Director, Global Digital Platforms & Business Architecture--

at American Express in Little Rock, Arkansas, United States

Job Description


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 service networks. The Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, extraordinary service, and unrivaled expertise to Card Members seeking leisure or business travel, as well as a variety of lifestyle services. 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.

We are seeking an experienced Director to fuel that growth by leading and enabling next-generation transformation in our TLS business. The incumbent will be responsible for setting the vision for and delivering on a solutions architecture that enables TLS cross-channel platforms to scale and fulfill on our mission of providing a seamless omnichannel customer experience. In addition, the role will lead a team of digital product owners responsible for driving our core customer booking platform roadmaps globally in support of continued advancement of TLS’s top engagement channel.

Key Responsibilities:

Define and deliver against POA business architecture for TLS platforms in partnership with Technologies and Product leadership

Oversee assessment of enterprise and TLS initiatives requiring TLS capability engagement and development

Lead the design and delivery of new enterprise and third-party integrations required to support TLS capabilities, applying an omni-channel lens in a scalable manner

Track TLS capability dependencies on enterprise platforms and represent the business in company LPM and prioritization disciplines

Lead technical program management activities supporting critical cross-TLS capability initiatives

Define and lead the advancement of TLS core customer-facing digital booking journeys and platforms, including:

+ Platform uplift initiatives supporting increased stability, performance, security, and scalability

+ Product ownership of enterprise and 3 rd party integrations and services core to delivering card member value across global digital platforms


Product/Platform Ownership - Proven business leader with track record of success in defining a vision and leading large- scale transformation in products and platforms. Deep understanding of technical architecture best practices with direct experience managing digital and/or development teams.

Focus on the Customer - Consistently demonstrates a customer-first mindset and views product delivery through a customer lens

Relationship Builder & Collaborator - Ability to build strong relationships with internal and external partners, effectively managing stakeholders, agencies and technology partners across geographically/culturally diverse teams globally

Third Party Management - Seasoned partner manager with refined influencing and negotiating skills

Innovation Driver - Comfort in white space and the ability to define change and sell-in and execute on transformation.

Effective Storyteller - Proven success in creating and delivering narratives focused on articulating business value derived from highly technical concepts in a simple way. Conversely, demonstrate success in taking business strategy and articulating operational, organizational and technical considerations for business and technology teams in designing solutions.

Agile - Prior experience leading change in an agile environment, preferably with success as part of both a technology and product organization

Team Leadership - Proven record of gaining advocacy from cross functional leadership and followership amongst peers and team members

Results Oriented - Track record of delivering on key metrics and demonstrating data-driven success

Flexibility - Ability to operate in a dynamic environment and overcome/steer around obstacles and adversity

Technology & Travel Experience - Previous travel industry or digital platform development experience preferred with a keen understanding of SOA/SaaS architectural principles as well existing and emerging technologies

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for this position.

Job: Marketing

Primary Location: United States

Schedule Full-time

Req ID: 21028692

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Job Posting: JC198485646

Posted On: Nov 25, 2021

Updated On: Dec 05, 2021