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Associate-Digital Product Management - GenAI Servicing Innovation

- American Express Company
- India

Today 2025/04/18

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Job Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

GSG Servicing Innovation:

Where innovation is our business.

Our team’s mission is to shape and execute the Generative AI 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 associate product manager role will assist in designing, developing, and managing activities for a product or group of products from product definition and planning through production, release, monitoring and end of life, while also partnering with stakeholder teams to enhance and refine product strategies and roadmaps. The role sits with the Servicing Innovation Product team - a central resource with design, process, development, test, quality, and marketing, throughout all stages of a product’s lifecycle. The role will also help manage the features backlog by assisting the Product Owner in identifying and prioritizing features and capabilities through direct input with customers, analysts, developers and architects and knowledge of the domain, while also facilitating resolution of risks, issues and changes related to the product development lifecycle.

The role will require an understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. The ideal candidate will be able to think creatively and assist in preparing analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with stakeholders of all band levels across GSG and American Express more broadly.

Key Responsibilities Include:

Assist in applying Generative AI solutions to build pilots and products with high expectations on customer satisfaction
Help to build customer service journeys and take ownership for the ideation, implementation, monitoring and reporting
Partner with the Product Owner to write user stories, guide product definitions, and conduct user testing alongside engineering and data science
Use data, conversational analysis, industry knowledge, and technical understanding to analyze the performance of existing solutions and to develop future capabilities
Prioritize features and backlog/solutions based on product roadmap and strategy

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Associate-Digital Product Management - GenAI Servicing Innovation

Job Description