Director, Measurement Insights

Director, Measurement Insights

The Global Advertising and Brand Management (GABM) team is responsible for creating marketplace demand and driving commerce for American Express through differentiated and innovative branding, marketing, and experiences. We have an ambitious goal: to be the most admired brand in the Fortune 500 and we aim to deliver on that by doing work that is both creative and effective. The Global Brand Strategy & Insights (GBSI) team sits within GABM. We are responsible for accelerating brand consideration globally by delivering robust insights, transformative brand strategies, and key capabilities for marketers across the organization.

Amex Insights is the enterprise Research Center of Excellence for American Express, combining world-class research, advanced analytics, AI-powered capabilities, and modern operating practices to deliver actionable insights that help business leaders inform strategy, make smarter and faster decisions, and create meaningful value for our customers.

The Director, Measurement Insights leads the enterprise measurement programs that help American Express understand customer loyalty and brand health, including Net Promoter Score (NPS) and Brand Consideration. This leader evolves measurement frameworks and delivers insights that explain key drivers, benchmark performance, and identify emerging risks and opportunities.

The Director partners closely with senior stakeholders to connect customer and brand perceptions with behavioral, competitive, and business data, while advancing AI-powered analytics and modern measurement capabilities that make insights more actionable, accessible, and scalable.

Responsibilities

Key Responsibilities

• Lead the NPS and Brand Consideration programs, including measurement frameworks, methodologies, benchmarking, reporting, and ongoing evolution.
• Partner with senior leaders to interpret customer and brand performance and translate insights into actionable recommendations.
• Integrate attitudinal, behavioral, competitive, and marketplace data to identify key drivers of performance and provide a connected view of the customer and brand.
• Synthesize complex measurement and analytical findings into compelling executive narratives that inform business and brand decisions.
• Advance analytics, AI-powered tools, and emerging methodologies that strengthen measurement and insight generation.
• Lead program operations, external partners, governance, and the team to ensure high-quality, scalable delivery.

Qualifications

Qualifications

• Significant experience in customer insights, customer experience measurement, brand measurement, market research, analytics, or a related discipline.
• Deep expertise in NPS, brand health or brand equity tracking, survey research, benchmarking, and measurement methodologies.
• Strong quantitative and analytical skills, with experience integrating attitudinal and behavioral data to understand drivers of performance.
• Demonstrated ability to translate complex measurement findings into actionable recommendations and compelling executive narratives.
• Experience leveraging advanced analytics, AI-powered tools, and emerging technologies to enhance measurement and insight generation.
• Strong strategic thinking, executive communication, stakeholder management, operational leadership, and people leadership skills.
• Proven ability to lead and develop high-performing teams.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

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 our 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.