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.
How will you make an impact in this role?
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.
Minimum qualifications:
- Bachelor’s degree in Computer Science, Engineering, Business, or a related discipline with a strong technical or strategic foundation; Master’s degree preferred.
- More than seven years of product management experience in a highly regulated industry.
- Direct experience managing a team of product managers, with proven skills in coaching and developing junior team members.
- A proven history of leading new product development, ideally with AI‑powered, customer‑facing products that use conversational platforms, recommendation engines, or personalization techniques. Experience working on both early‑stage R&D pilots and enterprise‑scale initiatives ideal.
- Comprehensive understanding of AI technologies, including Large Language Models, Agents/Agentic AI, Natural Language Processing, and Machine Learning frameworks and their applications.
- High level of comfort working in ambiguous environments, defining clear scope and driving clarity for team members, making quick decisions without all the information.
- Experience collaborating with cross‑functional teams in an Agile development setting and quickly adapting to new working models.
- Outstanding communication and stakeholder management abilities.
- A passion for AI, customer‑focused innovation, and advancing the future of human‑computer interaction.
Non-considerations for sponsorship:
Employment eligibility to work with American Express in the United Kingdom is required as the company will not pursue visa sponsorship for these positions.
Benefits:
- Competitive base salaries
- Bonus incentives
- Support for financial‑well‑being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- 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
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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