Vice President, Customer Experience Product Transformation
About The Position
The Vice President, Customer Experience Product Transformation owns the enterprise voice, chat, email customer experience capabilities for American Express Servicing, defining the strategy, product roadmap, platform modernization, and operating model that enable AI-powered servicing across voice and digital channels. The role is accountable for scaling AI capabilities globally to improve customer experience, increase digital adoption, reduce servicing demand, and deliver measurable business value. Working in close partnership with Servicing Innovation and Global Servicing Technology, the VP transforms proven AI capabilities into enterprise products and experiences, leading platform modernization, global deployment, and continuous optimization. This role ensures AI innovation is successfully operationalized at scale while positioning American Express as a leader in AI-enabled customer servicing.
Requirements
- Experience in defining strategy, product roadmap, platform modernization, and operating models for customer experience capabilities.
- Experience in scaling AI capabilities globally.
- Experience in partnering with innovation and technology teams.
- Experience in leading platform modernization, global deployment, and continuous optimization.
- Experience in operationalizing AI innovation at scale.
- Experience in positioning a company as a leader in a specific domain.
Responsibilities
- Owns the enterprise voice, chat, email customer experience capabilities for American Express Servicing.
- Defines the strategy, product roadmap, platform modernization, and operating model for AI-powered servicing across voice and digital channels.
- Accountable for scaling AI capabilities globally to improve customer experience, increase digital adoption, reduce servicing demand, and deliver measurable business value.
- Transforms proven AI capabilities into enterprise products and experiences in partnership with Servicing Innovation and Global Servicing Technology.
- Leads platform modernization, global deployment, and continuous optimization of AI capabilities.
- Ensures AI innovation is successfully operationalized at scale.
- Positions American Express as a leader in AI-enabled customer servicing.
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
Executive
Education Level
No Education Listed
