American Express

Vice President, Customer Experience Product Transformation

American Express$150K — $200K *
Finance & Insurance
11 - 15 years of experience
Job Overview by Ladders

Qualifications

  • 15+ years in digital transformation or contact center operations
  • Proven leader of large-scale customer experience transformations
  • Experience managing teams of 50+ individuals globally
  • Background in handling multimillion-dollar transformation projects
  • Accountability for executive-level P&L or business outcomes
  • Expertise in AI customer experience platforms like Genesys Cloud or Amazon Connect
  • Strong understanding of servicing and workforce management operations

Responsibilities

  • Establish product vision for AI-driven customer experiences
  • Create and execute multi-year AI-powered customer experience roadmap
  • Manage product lifecycle for enterprise AI capabilities
  • Prioritize investments to enhance customer experience and reduce costs
  • Design end-to-end self-service customer journey across channels
  • Lead development of conversational experiences for customer interactions
  • Oversee global deployment and optimization of AI-powered solutions

Benefits

  • Opportunity to lead innovative AI-powered customer servicing initiatives
  • Collaborative leadership role with cross-functional teams
  • High visibility position with direct influence on business outcomes
  • Access to resources for professional development and team building
  • Work in a highly regulated and prestigious environment of American Express
Full Job Description
Job Description

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.

Responsibilities

Customer Experience Strategy & Product Management
  • Establish the product vision for scaled customer experiences across voice response (IVR), chat, messaging, email, and emerging AI channels.
  • Codify and execute the multi-year roadmap for AI-powered customer experience across voice and digital channels.
  • Own the product lifecycle for enterprise AI-powered customer experiences, including prioritization, roadmap, release planning, feature adoption, and value realization
  • Prioritize investments that improve customer experience while reducing servicing demand and operating costs.
  • Partner with business leaders to align self-service priorities with enterprise servicing strategy

Customer Journey & Experience Design
  • Own scaled end-to-end self-service customer journey design across voice and digital channels.
  • Lead the delivery and orchestration of conversational experiences across customer journeys.
  • Establish and align a customer-centric roadmap that continuously improves containment, personalization, and ease of use.
  • Ensure experiences are intuitive, consistent, and accessible across servicing channels.
  • Drive continuous optimization through experimentation, customer insights, analytics, and AI model improvements.
  • Partner with GS Strategy and Operations to maximize digital adoption and self-service utilization.

AI Product Management & Enterprise Deployment
  • Partner with the Servicing Innovation team to design, operationalize and scale GenAI capabilities across customer servicing.
  • Own the product roadmap for scaled deployment of AI-powered self-service experiences.
  • Lead global deployment, adoption, and continuous optimization of AI-powered customer experiences across business units and markets
  • Design and evolve the operating model required to sustain AI-powered customer servicing, including governance, support model, release management, platform ownership, and continuous improvement.

Cross-Functional Leadership & Governance
  • Partner with senior leaders across:
    • Servicing Innovation (GenAI strategy, innovation & testing, AI Governance)
    • Global Servicing Technology (Engineering, Architecture, Cloud)
    • Global Servicing (operations, strategy, support teams)
    • CCaaS Product Management (Transformation Management Office & Colleague Experiences)
    • Data & Reporting
    • GS Strategy
    • Risk, Compliance, and Control Management
  • Lead enterprise governance to manage dependencies across platform, process, and market migrations

Risk, Compliance & Controls
  • Ensure all transformation efforts meet regulatory, privacy, and operational risk requirements
  • Partner closely with control management to embed controls-by-design into new platforms and processes

Business Performance & Value Realization
  • Define and track KPIs, measuring performance against legacy platforms
  • Deliver sustained value through continuous optimization post-migration
  • Accountable for customer experience outcomes including containment, call/chat deflection, customer satisfaction, digital adoption and operational savings.


Qualifications

  • 15+ years of experience in digital transformation, contact center, or servicing strategy/operations
  • Proven leadership of large-scale customer experience or contact center transformation programs
  • Experience leading organizations of 50+ people (or indirect global organizations)
  • Experience managing multi-million-dollar transformation portfolios
  • Experience owning executive-level P&L or business outcomes
  • Experience influencing senior executives
  • Experience with AI powered customer experience platforms, for example:
    • CCaaS - Genesys Cloud, Amazon Connect, NICE CXone, Five9
    • Conversational AI - Google GECX, LivePerson, Decagon, Sierra, Kore.ai
  • Strong understanding of servicing operations, workforce management, and customer experience
  • Demonstrated ability to lead in highly regulated, risk-conscious environments
  • Executive presence with ability to influence senior stakeholders across servicing operations and technology
  • Proven ability to build and lead high-performing teams and develop leadership talent

Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions

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

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