Job DescriptionWe 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, deep understanding of 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.
Voice is one of our most impactful customer experiences. This role places design at the center of product ownership, giving you the authority to shape not just how the IVR looks and sounds, but how it evolves over time. You'll ensure that conversational quality, customer understanding, and thoughtful design guide every IVR enhancement resulting in experiences that feel natural, efficient, and respectful of customers' time.
ResponsibilitiesWhat You'll Do: Conversational Design Leadership
- 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.
Design-Driven Product Ownership
- 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.
Collaboration, Delivery & Optimization
- 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.
QualificationsMinimum Qualifications:- 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.
Preferred Qualifications:- 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.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
The below 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.
