Claire S. Sutton
New York,USA
Summary
Dynamic product and strategy leader with extensive experience at American Express, recognized for transforming global lounge experiences and achieving a 300% network expansion. Demonstrated expertise in strategic planning and operational excellence, contributing to a 20% increase in customer satisfaction. Known for empathetic leadership and innovative problem-solving, with a commitment to leveraging product innovation to enhance user experiences in education technology.
Overview
20
20
years of professional experience
Work History
Director, Global Lounge Product & Strategy
AMERICAN EXPRESS
New York, NY
08.2018 - 09.2024
- Directed the product strategy, development, and management of American Express's extensive lounge network
- Architected and executed a global lounge strategy transforming the in-person and digital customer experience for millions of cardholders
- Expanded the Centurion Lounge network by 300% in 5 years, through collaborative partnerships and effective stakeholder management
- Implemented the digital innovation roadmap to redefine the global lounge experience, resulting in a 20% increase in customer satisfaction
- Engineered a transformative benefit access strategy that reduced capacity pressure by 30% and exceeded revenue targets by 600%
- Launched mobile app with advanced functionality and revamped the user interface driving increased engagement by 40%
- Led customer and data insights, driving data-driven decision-making
- Cultivated and inspired a high-performing team of leaders, driving significant improvements in team retention and career development
Director, Strategy and Business Development
AMERICAN EXPRESS
New York, NY
06.2014 - 07.2018
- Strategically led business development initiatives, orchestrating complex negotiations with key partners driving $50M+ in revenue
- Fostered cross-functional collaboration between marketing, product, technology, and finance teams to execute seamless partnership launches
Manager, Global Client Accounts
AMERICAN EXPRESS
New York, NY
07.2012 - 06.2014
- Spearheaded global business development and strategic partnerships, driving $1B+ in charge volume value for key corporate clients
- Received Global Client Accounts MVP Award
Summer Associate, Strategy & Revenue Analytics
SONY MUSIC
New York, NY
06.2011 - 08.2011
- Oversaw the development of a digital product pricing strategy for a diverse portfolio of sales accounts, including a $10B+ retail client
- Spearheaded holistic reviews of sales strategies to maximize revenue
Consultant
WILLIS TOWERS WATSON
New York, NY
01.2005 - 01.2010
- Advised clients on strategic HR consulting including talent management, compensation, organizational design and governance
- Managed 15+ account teams for clients with enterprise values of ~$20Bn
- Mentored 7 Junior Associates; received four early promotions
Education
MBA - Management and Marketing
The Wharton School, University of Pennsylvania
05-2012
Bachelor of Arts - International Relations, Spanish
University of Pennsylvania
05-2005
Skills
- Strategic Planning
- Product Innovation
- Excellent Communication
- User Experience Design
- Customer Insights
- Data Analysis and Problem-Solving
- Partner & Operations Management
- Agile Decision-Making
- Cross-Functional Collaboration
- Charismatic and Empathetic Leader
Hobbies and Interests
- Childhood education
- Tutoring
- Travel
- Tennis
- Skiing
Languages and Citzenship
- French, fluent
- Spanish, conversational
- American and British Citizenships
Timeline
Director, Global Lounge Product & Strategy
AMERICAN EXPRESS
08.2018 - 09.2024
Director, Strategy and Business Development
AMERICAN EXPRESS
06.2014 - 07.2018
Manager, Global Client Accounts
AMERICAN EXPRESS
07.2012 - 06.2014
Summer Associate, Strategy & Revenue Analytics
SONY MUSIC
06.2011 - 08.2011
Consultant
WILLIS TOWERS WATSON
01.2005 - 01.2010
MBA - Management and Marketing
The Wharton School, University of Pennsylvania
Bachelor of Arts - International Relations, Spanish
University of Pennsylvania
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