Director - Data & Servicing Strategy and Insights
American Express
Job Description
About the Role
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. 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. The Amex Digital Labs team drives innovation at American Express by originating, incubating, and managing products and platforms that are essential to our customers' digital lives. We are a fast-paced global team that leverages emerging technologies to develop digital payment and financial services products, AI-powered customer service solutions, and engaging membership experiences. We value creativity, customer centricity, and experimentation and often collaborate with top technology companies and strategic partners to bring the next generation of products to market. The Director, Data & Servicing Strategy and Insights in Amex Digital Labs will play an integral part in driving continued growth, collaboration, and innovation across our entire product portfolio. This role will sit on the broader Cross Product Strategy & Operations team within Labs whose mission is to foster a culture of product excellence by focusing on cross-functional areas that drive efficiency, consistency, and strategic decision making across the Labs product portfolio.
Key Responsibilities
- Lead a team to define, communicate, and deliver the strategy and roadmap for servicing and data functions.
- Mentor, develop, and support a high-performing team of 5 managers/senior managers.
- Develop and implement processes and documentation to drive standardization and efficiency.
- Deliver best in class and compliant servicing experiences in partnership with the product teams.
- Empower Labs to make informed, data-driven decisions through proactive, actionable insights.
Requirements
- 5-7 years of Digital Product experience, particularly product operations expertise.
- Seasoned, trusted leader of individuals and product teams, proven aptitude at working with engineering partners.
- Customer-centric attitude, passionate about crafting exceptional experiences.
- Relationship builder who excels at bringing multiple cross-functional teams together toward common goals.
- Enthusiasm and passion for technology and its application to build great products.
- Curiosity to know how things work and ability to use that knowledge to make connections and find opportunities for innovation.
- Comfortable working in a fast-paced environment, while dealing with uncertainty.
- Excellent communication skills with ability to engage, influence, and inspire partners to drive collaboration and alignment.
- Tenacity to push innovation agenda inside a large company.
Nice to Have
- Experience working with engineering partners.
- Experience in a regulated environment.
- Proven leadership in a fast-paced, innovative setting.
Qualifications
- Experience in digital product management or operations
- Proven leadership skills
- Strong communication and relationship-building skills
Benefits & Perks
- 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
Working at American Express
Our culture is built on innovation, shared values, and leadership behaviors. We foster a supportive environment that values creativity, customer centricity, experimentation, and collaboration. We emphasize holistic well-being, professional growth, and inclusivity, with flexible work arrangements to support work-life balance.
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About American Express
Website
americanexpress.com
Company Size
10000+ employees
Location
New York, NY
Industry
Other Nondepository Credit Intermediation
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