Director - Digital Product Management; Global Membership Products and Artificial Intelligence

Product Leader For Ai-Powered Customer Experience

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. 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.

Amex Digital Labs is responsible for catalyzing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that can be essential to our customers' digital lives. We strive to emphasize creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment solutions, using our outstanding membership assets to build world class digital experiences, and defining new products and services based on emerging technologies and trends.

We are searching for an experienced product leader with strong product sense and deep technical expertise to lead the development of advanced customer experiences utilizing the latest developments in artificial intelligence (AI). This role is responsible for shaping product strategy, developing new customer journeys for AI-powered interactions, and ensuring the successful rollout and ongoing enhancement of advanced AI capabilities and architecture.

The successful candidate will manage a team of product managers and collaborate closely with cross-functional groups, including data scientists, engineers, and designers, to deliver impactful, scalable AI solutions that transform the customer experience.

Commitment to continuous learning and development is critical to this role - you will be known as a thought leader across the enterprise and evangelist for AI-powered customer products, will need to translate complex technical topics to a broad audience, and demonstrate the ability to keep pace with a rapidly evolving industry.

Key Responsibilities :

• Lead and coach a team of product managers in multiple geographical locations (US, UK).
• Define and execute the product roadmap for customer-facing products and features powered by AI, balancing long-term vision with immediate business priorities.
• Collaborate with executive leadership and enterprise partners to align AI-driven products with business goals and make recommendations for strategic focus areas.
• Serve as the primary point of contact between CX, engineering, and data science teams to ensure seamless design, execution and delivery of AI solutions.
• Conduct user research, A / B testing, and data analysis to iterate and improve user satisfaction and product performance.
• Ensure responsible AI use by developing frameworks for ethical, bias-free, explainable, and compliant models. Define robust training processes, evaluate performance, and implement continuous learning and improvement systems.
• Work closely with AI vendors, startups and external partners to integrate cutting-edge technologies into the product ecosystem.
• Leverage analytics to monitor product performance and user engagement, driving actionable insights for continuous improvement.
• Use key metrics to assess solution effectiveness, accuracy, model behavior, and user satisfaction, and make data-backed decisions to optimize outcomes. Evaluate automated approaches to testing and model evaluation to streamline accuracy and efficiency.

Qualifications and Experience :

Salary Range : $144,250.00 to $256,250.00 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 :

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.