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Functional Description:
GSG Servicing Innovation:
Where innovation is our business.
Our team’s mission is to shape and execute the Generative AI [GenAi] strategy of the Global Services Group (GSG) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.
The GSG Servicing Innovation team focuses on:
- Developing and executing upon the GenAI strategy & priorities for GSG through rapid testing and learning, serving as a first mover for the broader enterprise in this new space
- Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams
- Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate
- Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies
Role Description:
The role will require creating strategic and data-driven recommendations that enable the execution of GSG’s GenAI strategy. The role will require a deep understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. This role will be responsible for the execution and delivery of strategic tests and pilots. The ideal candidate will be able to think creatively and prepare analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with Senior Leaders of all band levels across GSG and American Express more broadly.
How will you make an impact in this role?
- Supporting the scoping of the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating learnings from smaller scale efforts and extending to “bigger bets”
- Applying Generative AI solutions to build pilots and products with high expectations on customer satisfaction
- Thought leadership/creative problem solving to accelerate technological innovation for American Express and drive progressive improvement
- Developing strong working relationships with various stakeholders in order to achieve results and enact wide-scale impact across the enterprise
- Strategic program management for live pilots, ensuring that key milestones, deadlines, and deliverables are executed by removing roadblocks and facilitating alignment between stakeholders
- Driving project delivery by fostering teams, managing relationships with partners, identifying opportunities and obstacles/risks, developing strategic recommendations, and ensuring deliverables are optimally executed
- Results and change leadership, including the planning and development of key GenAI initiatives that result in achievement of sustainable, transformational results
- Monitoring external perspectives and developments in GenAI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant
- Executing analysis of key metrics for GenAI pilots to derive insights on value and performance, and prepare materials for sharing results
Must Haves
- Knowledge of Generative AI that clearly goes beyond the surface level, including a technical understanding of the functionality, risks and mitigations and an ability to inform use case feasibility
