At 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 this 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.
How will you make an impact in this role?
The U.S. Consumer Marketing team (USCM) leads marketing strategy for American Express in the U.S. Consumer market, with a focus on making membership essential to our customers. This includes acquiring new Card Members and deepening engagement with existing Card Members through compelling product value, differentiated experiences, and responsible growth.
Within USCM, the U.S. Customer Growth Marketing team is focused on deepening customer penetration across membership products — Card, Banking, Lending, Insurance, and Travel — by evolving the growth engine, expanding reach, and driving investment efficiency.
The Vice President of Direct & Dialogic Channels is a seasoned growth leader responsible for scaling Direct, Dialogic (Value Generation – ValGen), and Retention strategies across U.S. Consumer Growth Marketing. Leading a team of 35+ marketers, this role drives efficient, scalable revenue growth across Email, Direct Mail, Phone, and emerging Chat channels. The Vice President owns end-to-end strategy and performance across a portfolio of customer treatments — including cross-sell, upgrades, supplementary cards, and lending products — while shaping the evolution of Direct Channels, ValGen Phone and Chat and modernizing Consumer Retention to reflect changing Card Member behaviors.
Key Responsibilities:
• Set and accelerate the strategic agenda across Direct, Dialogic (ValGen Phone and Chat), and Retention channels to efficiently scale revenue growth across the U.S. Consumer portfolio.
• Optimize merchandising and prioritization of 10+ proven treatments across 15+ products, balancing short-term revenue objectives with long-term Card Member value.
• Lead the multi-year technology and operating model build of ValGen Chat, establishing a clear test-and-learn roadmap to achieve growth targets.
• Redefine retention strategy to integrate lifecycle marketing, servicing touchpoints, and digital engagement.
• Own investment planning, forecasting, and performance reporting; represent the business in executive planning and alignment forums.
• Advance a disciplined test-and-learn agenda in close partnership with Analytics, EDSS, Product, GCO/LOBCO, GSG, and Finance.
• Develop and lead a high-performing, inclusive team; build a strong succession pipeline and cultivate future leaders.
Qualifications:
• Demonstrated ability to Set the Agenda by translating enterprise growth priorities into clear channel strategies and execution roadmaps.
• Proven track record of Making an Impact through measurable revenue growth, strong financial acumen, and ROI-driven decision-making.
• Ability to Bring Others Along and Win as a Team, influencing Analytics, Product, Technology, Finance, and Servicing organizations.
• Strong governance mindset and commitment to Doing It the Right Way, balancing growth with risk management and Card Member experience.
• Demonstrated success in Developing People, leading large teams, building inclusive cultures, and strengthening talent pipelines.
• Exceptional analytical and problem-solving skills, combining qualitative insight with quantitative rigor to inform strategic decisions.
• Ability to communicate complex strategies and performance narratives with clarity and confidence, influencing senior stakeholders and driving alignment in dynamic environments.
Salary Range: $176,750.00 to $282,000.00 annually + bonus + equity (if applicable) + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We 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:
For a full list of Team Amex benefits, visit our
Colleague Benefits Site
.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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