VP, Digital Product – Data, Personalization & AI (Travel & Lifestyle Services)

American Express•New York, NY

14h•Hybrid

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. 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 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? Team Background American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. It is our mission to become essential to our customers by providing differentiated products and services. To accomplish this, we must make Membership come to life every day. The Global Customer Experience and Digital Platforms Team (GCX) seeks to enable, evolve, and innovate the TLS customer experience. This includes assessing today’s customer journeys and associated servicing models, suggesting strategic opportunities for improvement, developing roadmaps for these solutions, collaborating with teams across TLS, piloting ideas for quick learning, and leading full execution of these projects end-to-end. The team is also responsible for providing intuitive digital experiences to grow Card Members’ engagement and empower advancements in self-servicing, digitized value, and online channel growth, as well as focusing on the end-to-end Agent experience for digital and phone-based servicing.The team drives software product management as well as overall business strategy—with innovation at the core of everything we do. Role Description The Vice President, Digital Product – Data, Personalization & AI will lead the strategy, development, and adoption of data, insight, personalization, and AI capabilities for the TLS business. This is a high-impact, enterprise-wide role responsible for applying modernized data platforms to enable differentiated customer and agent experiences and drive measurable business growth. The role requires a leader who can build scalable data and AI capabilities while driving their adoption across products through enterprise influence and partnership. This leader will co-own business outcomes (e.g., revenue, engagement) with Marketing and business teams, while directly owning capability delivery, adoption, and impact realization.

Requirements

Experience building and scaling data, personalization, and AI capabilities in production environments
Track record of translating platform capabilities into measurable business outcomes (e.g., revenue growth, engagement, efficiency gains)
Experience influencing senior stakeholders across complex, matrixed organizations without direct authority
Experience developing platforms, APIs, or reusable capabilities with a focus on adoption and scalability
Experience leading global, distributed teams and driving high-performance cultures
Ability to define strategy and deliver complex, cross-functional initiatives at scale
Ability to communicate complex technical concepts in clear, business-relevant terms

Nice To Haves

Experience deploying GenAI and/or agentic AI solutions at scale
Background in travel, fintech, or large-scale consumer platforms
Experience with modern cloud-based data platforms (e.g., GCP)
Advanced degree (MBA or technical field)

Responsibilities

Define and execute the data, personalization, and AI strategy aligned to TLS growth objectives
Partner with business and product leaders to identify and prioritize high-impact use cases that drive revenue, engagement, and servicing efficiency
Own delivery of data, personalization, and AI capabilities (including GenAI), ensuring scalability and reusability through platforms and APIs
Partner with product leaders to embed data, personalization, and AI capabilities into customer and agent experiences, ensuring measurable business impact
Co-own revenue and engagement outcomes with Marketing and business teams
Partner across Amex to co-create shared roadmaps and deliver integrated solutions that maximize enterprise-wide impact
Influence senior stakeholders and align cross-functional teams without direct authority
Lead development and scaling of AI-driven use cases from concept to production
Establish and track KPIs linking capability performance to business outcomes
Lead and inspire a global team (~30–40 colleagues) across US and India, driving focus, prioritization, and high performance

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