Executive Vice President of World Service, American Express
Jim Bush is the Executive Vice President of World Service for American Express. Jim was promoted into this role in October of 2009 and is now responsible for leading the company’s global customer servicing operation. The scope of Jim’s role includes 22 proprietary locations across the globe and thousands of passionate customer care professionals. This team of professionals provides service to more than 62 million customers around the globe with more than 1.3 billion servicing interactions each year.
Prior to this role, Jim was Executive Vice President of the U.S. Service Delivery Network. Since June 2005, Jim led the transformation of the U.S. Service Delivery Network into a provider of extraordinary customer care for all U.S. Card and Merchant Services businesses.
Jim served as Regional President, Japan/Asia Pacific/Australia, American Express International, Inc before leading the SDN. He was responsible for leading American Express businesses in the 12 markets of this Region to optimize the company’s presence and to strengthen its competitive position throughout the region.
In his 25 years with American Express, Jim has made many significant contributions to the growth and success of the company’s businesses. In a prior role, he was Executive Vice President and General Manager of the Strategic Alliances Group, where he was instrumental in driving the growth of the Consumer Card business in the United States. Under his leadership, American Express strengthened its partnerships with Costco Warehouse stores, Delta Airlines, Starwood and Hilton Hotels and achieved double-digit growth for these co-brand card portfolios. Jim is also credited with enhancing the value of American Express’s world-class Membership Rewards Program, and launching Blue from American Express, The Centurion Card and the Costco Cobrand Card.
Jim is a sought after expert on customer service and has been featured in a variety of news outlets, including the Wall Street Journal, Fortune, the Financial Times, Forbes.com, Harvard Business Review Online, Investor’s Business Daily, AdWeek and many others.