Director - Digital Product Development; Generative AI

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.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences–from payments to rewards to servicing–that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.

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 digital experiences, and defining new products and services based on emerging technologies and trends.

We are seeking an experienced product leader with strong technical acumen to lead the development of cutting-edge customer experiences that leverage advances in generative AI. This role will be responsible for driving product strategy, guiding the end-to-end customer experience for AI-driven interactions, and ensuring the successful experimentation, deployment and continuous improvement of our AI capabilities. You will manage a small team of product managers and work closely with cross-functional teams including data scientists, engineers and design teams to deliver high impact, scalable AI solutions that enhance 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 and will need to translate complex technical topics to a broad audience. 

Key Responsibilities 

Product Strategy & Leadership:  

• Define and execute the product roadmap for AI customer-facing solutions, balancing long-term vision with immediate business priorities.
• Collaborate with executive leadership to align AI-driven products with key business goals and customer needs.
• Partner with cross-functional teams and stakeholders to bring innovative AI experiences to life in accordance with enterprise standards.

Customer Experience Development:  

• Design, develop, and optimize multi-modal customer interactions powered by AI across various platforms (web CX & mobile apps, voice assistants, chatbots, etc.).
• Conduct customer research, A/B testing, and engage in detailed data analysis to make informed product decisions that increase customer satisfaction and engagement.

LLM Configuration & Optimization:   

• Lead the configuration and deployment of Large Language Models (LLMs), ensuring they meet business requirements and provide accurate, high-quality responses.
• Collaborate with data science and engineering teams to define training datasets, evaluate model performance, and implement continuous learning systems.
• Ensure responsible AI use by developing frameworks for ethical, bias-free, and compliant conversational AI models.

Collaboration & Stakeholder Management:  

• Serve as the primary point of contact between product, engineering, and data science teams to ensure seamless execution and delivery of AI solutions.
• Engage with customers and stakeholders to understand needs, gather feedback, and communicate product vision and updates.
• Work closely with third party vendors, startups and external partners to test cutting-edge technologies and make informed build/buy/partner decisions. 

Data-Driven Decision Making:  

• Leverage analytics to monitor product performance and user engagement, driving actionable insights for continuous improvement.
• Use key metrics to assess LLM effectiveness, accuracy, model behaviour, and customer satisfaction, and make data-backed decisions to optimise outcomes. Evaluate automated approaches to testing and model evaluation to streamline accuracy and efficiency.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field. Master’s degree preferred.
• 7+ years of product management experience - some of this must have been focused on developing products and leading teams within a highly regulated environment.
• Proven track record of leading 0-1 product development, ideally with AI-powered customer facing products that leverage conversational platforms, recommendation engines and/or personalization techniques.
• Deep understanding of Large Language Models (inc. familiarity with prompt engineering), Natural Language Processing techniques, Machine Learning frameworks and their application.
• Experience directly managing a team of product managers, with demonstrated ability to coach and develop junior colleagues.
• Experience working with cross-functional teams in an Agile development environment.
• Exceptional communication and stakeholder management skills.
• A passion for AI, product experimentation, and the future of digital customer experiences. 

Salary Range: $150,000.00 to $225,000.00 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 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 
• 6% Company Match on retirement savings plan 
• Free financial coaching and financial well-being support 
• Comprehensive medical, dental, vision, life insurance, and disability benefits 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy 
• 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

For a full list of Team Amex benefits, visit our Colleague Benefits Site.

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.

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.

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.

US Job Seekers/Employees - Click here to view the “Know Your Rights” poster and the Pay Transparency Policy Statement.

If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.