Director - Data & Servicing Strategy and Insights

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.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

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.

This Director will manage a team responsible for 2 key functions of the cross-product remit: Servicing and Data. Within servicing, you will lead a team that is responsible for supporting product teams with servicing strategy, content, and capabilities guidance ensuring that we are keeping both the customer and CCP point of view in mind as we bring products to market. Within the data team, you will lead a team that is responsible for data analysis, product insights, monitoring standards, and data migration.

How will you make an impact in this role?

• 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
• Empower Labs to make informed, data-driven decisions through proactive, actionable insights

Preferred Qualifications:

• 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
• Navigates the dual nature of innovation in a regulated environment
• 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  

Salary Range: $150,000.00 to $225,000.00 annually + bonus + equity (if applicable) + benefits

The above 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.

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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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

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