Senior Associate - Digital Product Management

American Express•Sunrise, FL

About The Position

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? We are seeking a design-led product owner to transform our legacy IVR into a modern, intuitive, and customer-centered conversational voice experience. This role is grounded first and foremost in conversational design excellence, with product ownership responsibilities that ensure great design ideas are translated into shipped, measurable improvements. You will lead with a designer’s mindset—deeply understanding customer intent, language, and pain points—while owning the product decisions that shape the IVR roadmap. Rather than managing a product in abstraction, you will use conversation design as the primary input into prioritization, delivery, and optimization, guiding the evolution of our voice channel from rigid, menu-based interactions to natural, intent-driven conversations. This position is platform-agnostic and focused on elevating the quality, coherence, and effectiveness of the end-to-end voice experience.

Requirements

3+ years of experience in conversational design, voice UX, IVR design, or design-led product roles
Strong hands-on experience designing conversational voice experiences using natural language understanding
Deep understanding of conversational patterns, turn-taking, confirmations, and repair strategies
Experience modernizing or redesigning legacy IVR or call-center experiences
Experience influencing or owning prioritization decisions in an Agile or iterative delivery environment
Ability to connect design decisions to measurable outcomes while maintaining a human-centered perspective
Excellent communication skills, with the ability to articulate design rationale and advocate for user needs

Nice To Haves

Experience serving as a Product Owner in a design-driven or UX-led team
Familiarity with call-center metrics such as containment, transfer rate, call drivers, and average handle time
Experience with conversational AI platforms or cloud-based contact center technologies
Background in linguistics, UX design, psychology, human-computer interaction, or related fields

Responsibilities

Lead the end-to-end design of the IVR experience, from call entry to resolution or escalation
Design natural, human-centered conversational flows, including call steering, multi-turn dialogs, confirmations, and fallbacks
Define intent models, utterance libraries, and conversational structures rooted in real customer language and behavior
Design for ambiguity, failure, and recovery through thoughtful error handling and escalation strategies
Advocate for conversational UX quality, clarity, and consistency across the voice experience
Establish and evolve voice design principles, patterns, and standards
Own the IVR enhancement roadmap, using design insights and customer behavior to drive prioritization decisions
Translate conversational designs into clear epics, user stories, and acceptance criteria without losing design intent
Maintain and prioritize the IVR backlog to support experience improvements, experimentation, and iterative learning
Make trade-off decisions that balance customer experience quality, technical feasibility, and operational impact
Define success metrics for IVR changes and ensure they align with intended experience outcomes
Partner closely with engineering, analytics, and operations teams to bring conversational designs to life
Act as the primary steward of the IVR experience during planning, build, testing, and launch
Analyze IVR data, call drivers, and customer feedback to identify friction points and unmet needs
Use insights from production performance to continuously refine conversational flows and product priorities
Clearly document conversational designs, decisions, and rationale for cross-functional teams

Benefits

Competitive base salaries
Bonus incentives
6%25 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