Senior Analyst – Customer Marketing in Toronto

The Digital Assets and Customer Capabilities team plays a strategic role in advancing digital transformation and elevating customer and internal experiences across enterprise touchpoints. This role will help shape and govern high-quality, scalable communication practices that align to business priorities, brand standards, compliance expectations, and regulatory requirements.

You will act as a senior owner and trusted partner for Amex’s Customer Servicing Communications, leading the creation, audit, maintenance, and optimization of critical customer-facing content. The role requires strong judgment, stakeholder influence, and the ability to translate complex business, compliance, and operational needs into clear, consistent, and effective communications. This role will also lead strategic special projects, including the creation of external communications and end-to-end project management of enterprise initiatives, requiring strong ownership, executive-ready communication, and the ability to bring structure, alignment, and momentum to complex cross-functional work.

Responsibilities

• Conduct regular audits of all customer-facing servicing related communications to ensure consistency in messaging, tone, and visual identity across platforms.
• Ensure all communications meet GCO, Compliance, and brand standards, proactively identifying and resolving gaps or outdated content.
• Project manage the end-to-end review, approval, and implementation process for updates and new content, coordinating with legal, compliance, product, and marketing teams.
• Manage updates to internal databases, ensuring the most current and accurate information is consistently available and easily accessible.
• Develop and maintain a content governance framework and process documentation to support scalable updates and transparency across teams.
• Collaborate with cross-functional stakeholders—including Product, Compliance, Risk, and Communications—to maintain message alignment and operational integrity across customer journeys.
• Manage project budgets, ensuring resources are allocated effectively, expenses are tracked accurately, and initiatives are delivered within scope and on time.
• Track, report, and communicate progress on key deliverables, ensuring timely execution of all content initiatives.
• Support broader marketing and enablement initiatives aimed at driving engagement, awareness, and spend diversification.
• Lead and support strategic special projects that advance enterprise priorities, partnering with cross-functional stakeholders to define objectives, manage execution, and deliver high-impact outcomes.

Qualifications

• Strong experience in project management and budget management, particularly in content management, marketing, or communications.
• Excellent understanding of brand consistency and regulatory requirements.
• Strong relationship-building and collaboration skills across cross-functional teams, including Legal, Compliance, and Product.
• Exceptional organization, prioritization, and communication skills; ability to manage multiple complex projects simultaneously.
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word, Sharepoint); experience with content management systems (CMS) and project management tools (e.g. Jira, Archer, RASQ, RAVEN) is an asset.

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation.

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