Senior Manager-Servicing Innovation Strategy
About The Position
Global Servicing Innovation: Where innovation is our business. Our team’s mission is to shape and execute the Generative AI strategy of Global Servicing (GS) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and customer experience. The Global Servicing Innovation team focuses on: Defining the overarching vision and strategy for Gen AI within GS ensuring it is informed by broader macro trends and industry developments in a rapidly changing environment. Implementing upon the GenAI strategy & priorities for GS through our Innovation Lab, serving as a first mover for the broader enterprise in testing new and emerging AI capabilities. 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 takeaways to benefit realization. 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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you’ll experience our 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.
Requirements
- Generative AI strategy of Global Servicing (GS) at American Express
- Accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and customer experience.
Responsibilities
- Defining the overarching vision and strategy for Gen AI within GS ensuring it is informed by broader macro trends and industry developments in a rapidly changing environment.
- Implementing upon the GenAI strategy & priorities for GS through our Innovation Lab, serving as a first mover for the broader enterprise in testing new and emerging AI capabilities.
- 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 takeaways to benefit realization.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
