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 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.
This role will initially focus on Interactive Voice Response and Chat Bot optimization, including intent detection and bot flows.
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.
Minimum Qualifications
- Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong business acumen and high degree of creativity in identifying opportunities for products, services, new processes and systems.
- Experience experimenting with Generative AI and Large Language Models, including prompt engineering and other methodologies.
- Highly organized, taking individual initiative and accountability for getting results.
- Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights.
- Solid technical understanding and skilled at articulation of complex issues to non-technical partners.
- Excellent oral and written communication and presentation skills to tailor communication to various audiences. Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment.
- 3 years of experience in Product Management/Development
- Ability to influence without authority at all levels and demonstrated track record for driving results and transformation across multiple lines of business.
- High ethical standards to work in a highly regulated environment and ability to responsibly consider and mitigate risks of applying AI related solutions.
- Experience with agile product development methodologies and tools (JIRA, Rally, LPM, etc.)
- Experience working in delivery and implementation of complex, large-scale, high-performance applications/solutions.
- Passion to learn about innovative technologies and new approaches to create exceptional customer experiences.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- 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
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.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
