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About the Role

The Director, Measurement Insights leads enterprise measurement programs focused on customer loyalty and brand health, including Net Promoter Score (NPS) and Brand Consideration. This role involves evolving measurement frameworks and delivering insights to explain performance drivers, benchmark results, and identify risks and opportunities. The Director will partner with senior stakeholders to connect customer perceptions with behavioral, competitive, and business data, while advancing AI-powered analytics and modern measurement capabilities.

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.

Requirements

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.

Skills

NPS
Brand Consideration
Measurement frameworks
Methodologies
Benchmarking
Reporting
Customer insights
Customer experience measurement
Brand measurement
Market research
Analytics
Survey research
Quantitative skills
Analytical skills
Attitudinal data integration
Behavioral data integration
Competitive data integration
Marketplace data integration
Advanced analytics
AI-powered tools
Emerging methodologies
Strategic thinking
Executive communication
Stakeholder management
Operational leadership
People leadership

Location

Work Type

Hybrid
Onsite
Virtual

Experience Level

Director

Benefits

Competitive base salaries
Bonus incentives
6% Company Match on retirement savings plan
Free financial coaching and financial well-being support
Comprehensive medical, dental, vision, life insurance, and disability benefits
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities

About the Company

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.
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.
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.
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.

Equal Opportunity

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 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.
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