American Express

Senior Manager-Servicing Innovation Strategy

American Express$150K — $180K *
Finance & Insurance
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Strong strategic thinker with a focus on Generative AI innovation.
  • Experience in managing intake and prioritization processes for new initiatives.
  • In-depth knowledge of emerging technologies, specifically AI and GenAI applications.
  • Ability to translate external market trends into actionable strategies.
  • Proven relationship-building and collaboration skills with executive leaders.
  • Navigates ambiguity to derive data-driven insights effectively.
  • Excellent communication skills, capable of bridging technical and business discussions.

Responsibilities

  • Scope the next phase of GenAI pilots aligning with key priorities.
  • Enhance the innovation intake process to validate and scale use cases.
  • Design a top-tier innovation strategy driven by market and technology trends.
  • Lead relationships with external partners to identify new innovative use cases.
  • Establish success metrics for GenAI pilots to assess value and performance.
  • Identify opportunities in unstructured environments and create new frameworks.
  • Collaborate cross-functionally to test and iterate impactful concepts.

Benefits

  • Competitive base salaries and bonus incentives.
  • 6% company match on retirement savings plan.
  • Comprehensive medical, dental, and vision insurance.
  • Flexible working model with hybrid options.
  • Generous paid parental leave policy across all types of parenthood.
  • Access to on-site wellness centers and mental health support.
  • Opportunities for career development and training.
Full Job Description
Job Description

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.


Responsibilities

The demonstrated leader will effectively manage the complex needs of the GS GenAI program, develop thoughtful strategies and effectively manage internal and external relationships to advance a Gen AI roadmap that meets colleague and customer needs. The effective candidate will drive measurable impact across the innovation funnel; facilitating enterprise partnerships, ideating and assessing innovative use cases, enabling tests and pilots, and delivering insights that demonstrate GS's contribution to enterprise growth. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Key Responsibilities Include but not limited:
  • Scoping the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating findings from smaller scale efforts and extending to "bigger bets".
  • Supporting the evolution of the Servicing Innovation intake process for new ideas, establishing a structured funnel to assess, prioritize, validate, and scale innovative use cases through the Innovation Lab.
  • Design and lead a best-in-class innovation strategy informed by external market trends, emerging technologies (with a strong emphasis on AI), and competitive intelligence to enhance customer and colleague experiences.
  • Serve as the relationship lead for key external partners as well as core internal teams to facilitate the identification, ideation and validation of the next wave of transformational and innovative use cases and drive transparency in Servicing Innovation processes.
  • Lead with an outcome-based perspective identifying key success metrics for GenAI pilots to test value and performance.
  • Operate effectively in ambiguity and white space, identifying high-potential opportunities where processes, playbooks, or precedents do not yet exist.
  • Partner cross-functionally to rapidly test and pilot concepts, embracing a fail-fast attitude to iterate, learn, and advance the most impactful ideas.
  • Act as a leader with vision and connector across the enterprise, synthesizing insights, sharing findings, and scaling proven approaches beyond the Innovation Lab.
  • Thought leadership/creative problem solving to accelerate technological innovation for AXP and drive progressive improvement.


Qualifications

Minimum Qualifications:
  • Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong eye for business and high degree of creativity in finding opportunities for products, services, new processes and systems.
  • Experience designing and owning intake, prioritization, or portfolio management processes for new ideas, products, or initiatives.
  • Strong understanding of emerging technologies, with a genuine interest in the AI and GenAI landscape and its application to customer and colleague experiences.
  • Demonstrated ability to identify external trends, synthesize insights, and translate them into actionable strategies and scalable business outcomes.
  • Ability to influence without authority at all levels and demonstrated track record for getting results and transformation across multiple lines of business.
  • Proven relationship-builder with strong consultative and collaborative skills to partner with business leaders in order to devise solutions to complex business challenges.
  • Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights.
  • Comfortable working in an environment with tight deadlines and managing through making decisions with imperfect information.
  • Adept at forming thoughtful and considered perspectives, supported by both objective fact and strategic conviction.
  • Excellent oral and written communication and presentation skills, including the ability to articulate complex issues in a simple, non-technical manner, to fluently bridge business and technical discussions, and to tailor communication to various audiences.
  • Understanding of cross-functional product deployments and/or experience working with Engineering, Product, and Risk teams on technology deployments.
  • Strong proficiency in Microsoft PowerPoint and Excel required.

Preferred Qualifications:
  • Previous 5-8 years of management consulting, investment banking, strategy, or similar experience preferred.
  • Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.


About the Team

We 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.

About American Express

Amex provides industrial services to the coatings and linings sector, providing support for commercial, industrial, and maritime projects such as petrochemical, power, and water treatment industries. They offer painting services for steel structures, storage tank linings and coatings, pipelines, floors, and marine vessels such as ships, tugboats, and barges.

American Express Careers

Join the vibrant team at American Express, a global leader in financial services, and be part of a company that values innovation, leadership, and diversity. At American Express, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that is committed to excellence and inclusive growth. Work You’ll Do At American Express, we are dedicated to helping our employees reach their full potential. With a variety of career paths available in areas such as technology, marketing, finance, and customer service, American Express is the perfect place to advance your career. Our team is composed of highly skilled professionals who thrive on innovation and collaboration. Join our team and contribute to a company known for its prestigious history of leadership in the credit card industry. Engage in meaningful work that makes a real impact on our global scale business operations. American Express Leadership and Development Programs We believe in nurturing the leadership skills of our employees with extensive training programs and leadership development opportunities. Our commitment to professional growth is evident in our comprehensive benefits package that supports both personal and professional development. Internship Opportunities Start your career with an internship at American Express and gain valuable industry experience. Our internships offer a chance to develop skills, work on challenging projects, and learn from leaders in the industry. Interns at American Express are considered integral members of the team and are given responsibilities that provide a real insight into their future career paths. Diversity and Inclusion At American Express, diversity and inclusion are at the core of our company culture. We are committed to building a diverse workforce and inclusive environment where every employee feels valued and inspired. We offer diversity training programs that empower our employees to thrive and lead in a global marketplace. Networking and Innovation Our employees enjoy unparalleled opportunities for networking and personal growth through our global connections and innovative projects. American Express encourages a culture of innovation that helps propel our company and your career forward. Career Benefits and Growth American Express is dedicated to the growth of its employees. We offer competitive benefits, including health, retirement plans, and family leave, ensuring that our team members have the support they need to succeed both at work and in their personal lives. Join Our Team Explore the job opportunities and open positions at American Express. We are continuously hiring talented individuals who are passionate about their careers and interested in working for a company that offers a dynamic and supportive environment. Stay Connected Keep up to date with the latest from American Express Careers by following our career blog and signing up for job alert emails. Tailor your subscription to receive updates that match your skills and interests. Discover the exciting and rewarding career opportunities that await at American Express. SEARCH AMERICAN EXPRESS JOBS Whether you are looking for a full-time position, an internship, or a leadership opportunity, American Express offers a path to a rewarding career. Join us and make a difference with your passion, creativity, and drive.
Learn more about American Express
Size
64,000 employees
Market Cap
$108.1 billion
Industry
Net Income
$3.1 billion
Founded
1850
5 Year Trend
+3.5%
Revenue
$37 billion
NASDAQ

Similar Jobs

More Jobs at American Express

More Finance & Insurance Jobs

Find similar Senior Manager-Servicing Innovation Strategy jobs: