Transforming Customer Experience with Conversational AI at American Express
American Express is at the forefront of leveraging emerging artificial intelligence technology to revolutionize the way we understand, engage, and deliver hyper-personalized experiences to our Cardmembers. We're seeking a Senior Digital Product Manager to join our Automation Development team, focused on driving the strategy, discovery, and implementation of advanced chat automation capabilities.
About the Role
As a Senior Associate - Digital Product Manager, you will be a key member of our team, working closely with product stakeholders, data scientists, engineers, and business partners to shape our conversational AI customer servicing products. You'll have the opportunity to make a significant impact on the customer experience, driving innovation and excellence in our digital products.
Key Responsibilities
- Lead the acquisition and synthesis of continuous product discovery efforts, defining product requirements that provide opportunities to elevate the customer experience.
- Utilize customer data, conversational analytics, industry knowledge, and technical understanding to analyze the performance of existing solutions and develop future capabilities.
- Collaborate with developers, data scientists, and product managers across various value streams to deliver products that balance short-term improvement with long-term investments.
- Work with the core product team to define customer stories, guide product definition, and build comprehensive acceptance criteria, identifying and elevating any need for additional analysis to define future feature design.
- Lead customer testing and post-launch sustainment analysis of automation, identifying ways to improve the experience.
- Analyze performance metrics that demonstrate the health of the product and design clear, data-informed product recommendations accordingly.
- Maintain and refine the product backlog, aligning customer stories with the needs of the end customer, while prioritizing for business value.
- Support the definition and creation of the product strategy, roadmap, release plan, and overall customer experience.
Essential Qualifications
- Four-year college education in business, software engineering, programming, or a connected field.
- Interest and eagerness to understand how things work and the ability to use that knowledge to create connections and find opportunities with an entrepreneurial mindset and bias toward action.
- Excitement for excellent products and services, able to empathize with customers, and skilled at articulating product functionality.
- A demonstrated self-starter with the ability to manage multiple priorities and tasks.
- Strong written and verbal communication skills, as demonstrated by your ability to convey new and complex details with brevity and clarity.
- A forward-looking "growth mindset" with a focus on technology trends and emerging industry/space best practices.
Preferred Qualifications
- Experience in product management, preferably in the financial services or technology industry.
- Knowledge of conversational AI, chatbots, and automation technologies.
- Experience working with cross-functional teams, including engineering, design, and business stakeholders.
- Familiarity with Agile methodologies and product development frameworks.
Skills and Competencies
- Mentally Inquisitive: You ask why, you explore, you're not hesitant to proclaim your thoughts. OK with ambiguity, a desire to learn, and a seeker of new challenges.
- Effective Communicator: You can communicate complex ideas clearly, regardless of your audience.
- Do-er: You're biased toward action; you try things and aren't reluctant to fail. You can get around detours and remain fixed on your goals.
- Lifelong Student: You have a desire to learn new things or new technologies, all while showing humility when the opportunity arises to ask for help.
Career Growth Opportunities and Learning Benefits
At American Express, we're committed to supporting the growth and development of our associates. As a Senior Digital Product Manager, you'll have access to:
- Career advancement opportunities in a dynamic and innovative environment.
- Training and development programs to enhance your skills and expertise.
- Collaboration with experienced professionals and cross-functional teams.
Work Environment and Company Culture
American Express is an equal opportunity employer, committed to creating an inclusive and diverse work environment. Our Amex Flex working model provides greater flexibility for associates, while ensuring we preserve the essential elements of our unique in-person culture. Depending on job and business needs, associates will either work on-site, in a hybrid model (mix of in-office and virtual days), or entirely virtually.
Compensation, Perks, and Benefits
We offer a comprehensive benefits package, including:
- Competitive base compensation ($20-30/hour).
- Additional incentives.
- 6% Organization Match on retirement savings plan.
- Free financial counseling and financial wellness support.
- Comprehensive medical, dental, vision, supplemental insurance, and disability benefits.
- Flexible work arrangements and schedules with hybrid and virtual options.
- 20+ weeks paid parental leave for all parents, regardless of gender.
- Free access to global on-site health centers (depending on location).
- Free and confidential counseling support through our Strong Minds program.
Conclusion
If you're a motivated and innovative Senior Digital Product Manager looking to make a significant impact in the conversational AI space, we encourage you to apply for this exciting opportunity at American Express. Join our team and be part of shaping the future of customer experience.
Apply Now