Customer Experience Manager-Global Business Travel

Company Name:
American Express
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more at .
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
The role of Customer Experience Manager requires a wide-range of capabilities to include technical, relationship, leadership, project management, customer experience savvy, and strategic execution.
The successful candidate will:
o Generate actionable insights for operational leaders by driving the integration of customer experience tools and voice of the customer channels
o Manage all voice of the customer intelligence gleaned from people, processes, and systems
o Perform project management duties aligned with customer experience initiatives
o Partner with global colleagues to ensure strategic alignment and sustainment of a customer centric culture throughout the world
o Lead efforts to provide relevant reporting and analysis
o Develop and maintain performance metrics, goals, and guidelines as related to customer experience strategies
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
The Ideal Candidate will possess:
o Bachelor's degree in Business or relevant field; Master's degree preferred
o 5 years progressive experience in customer facing / customer management roles
o Exceptional customer focus with ability to understand customer needs
o Experience administering voice of the customer programs (CSAT surveys, NPS, event resolution)
o Experience administering quality programs (interaction monitoring, training, customer journey maps); global experience is a plus
o Proven people leadership skills with the ability to cultivate highly engaged teams
o Keen ability to analyze complex information and identify the most relevant details
o Ability to interact and communicate exceptionally at all levels of the organization
o Ability to think strategically and execute to get results
o Must have a positive attitude, get excited about change, and believe in endless possibilities
o Program / project management experience preferred
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
/American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law./
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Job Project
Title: Customer Experience Manager-Global Business Travel
Location: AL-Montgomery
Requisition ID: 14015376

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