Job Description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and \xe2\x80\x93 through their work \xe2\x80\x93 can make an impact on our industry. We\xe2\x80\x99re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

At American Express Global Business Travel (GBT) we help companies and employees prosper by making sure travelers are present where and when it matters. We keep global businesses moving with the powerful backing of 14,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.

AMEX GBT are now looking for a dynamic and focused individual to lead a professional Customer Focus team across SME clients in EMEA. The role will be based in the UK, with our office in Canary Wharf, London. As the successful candidate, you will report into our VP SME EMEA Client Management.

Role Responsibilities:

Lead team to ensure a best-in-class customer experience by supporting sales executives, account management and other key internal stakeholders through the change management program

Design and owning the ongoing CX through to end of customer lifecycle

Aligning professional project management disciplines to ensure clients and internal stakeholders are always engaged to deliver successful projects

Work closely with sales, solutions, and deployment teams with the ultimate objective to ensure prospects and customers delight through onboarding

Manage client expectations and support with customer change management (i.e. training, change to OBT, new policy, etc)

Monitor performance levels including actual versus potential transactions for all new customers and devise action plans / change management support across the customer lifecycle

Capabilities:

Excellent leadership capabilities

Professional project management experience

Qualified in change management methodology

Experience in embedding collaborative software to drive engagement and accountability in onboarding projects

Strong experience and enthusiasm in promoting and improving collaboration across teams

Previous experience working within a fast-paced changing environment across a diverse business model

Excellent customer service skills, project management, stakeholder management, change management experience required

Financial acumen and analytical skills

Proficient in Excel, Word, PowerPoint

Experience in the business travel industry

Experience with travel industry technology

Location United Kingdom - London

The #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 qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult .

What if I don\xe2\x80\x99t meet every requirement? If you\xe2\x80\x99re passionate about our mission and believe you\xe2\x80\x99d be a phenomenal addition to our team, don\xe2\x80\x99t worry about \xe2\x80\x9cchecking every box;" please apply anyway. You may be exactly the person we\xe2\x80\x99re looking for!

American Express