Director of Product Development for Amex Digital Labs - Membership Growth and Customer Experience Innovation

Join #TeamAmex and Revolutionize the Future of Digital Payments and Membership Experiences At American Express, we're not just a company - we're a community of innovators, thinkers, and doers who are passionate about creating a better future for our customers, colleagues, and the world around us. As a global leader in the financial services industry, we're committed to providing exceptional customer experiences, driving technological innovation, and fostering a culture of inclusivity and diversity. Amex Digital Labs is at the forefront of this innovation, responsible for catalyzing new ideas, incubating emerging technologies, and developing cutting-edge products that transform the way our customers live, work, and interact with our brand. We're a fast-paced, dynamic team that collaborates with top technology companies and strategic partners to bring game-changing products to market. The Role: Director of Product Development for Membership Growth and Customer Experience Innovation We're seeking a seasoned product leader to join our Global New Product Development and AI team as a Director of Product Development, focused on driving Membership Growth and Customer Experience Innovation. As a key member of our team, you'll lead the development of new membership products and experiences that leverage data, AI, and emerging technologies to create personalized, predictive, and proactive customer interactions. Key Responsibilities: Product Strategy Development: Formulate a comprehensive strategy for new membership products and associated platform capabilities, aligning with company goals and user needs. Product Roadmap Management and Delivery Planning: Drive the development and execution of a detailed product roadmap, prioritizing features and enhancements to optimize user engagement, repeat usage, and monetization. Elegant Customer Experience Design: Champion the creation of an intuitive user interface, collaborating closely with design/UX teams to create visually appealing layouts, seamless navigation, and delightful interactions. Content Definition & Curation: Develop a robust strategy for content selection, categorization, and prioritization, collaborating with business development and strategic partnerships teams to ensure a diverse and engaging mix of relevant content types, sources, and formats. Personalized Recommendation Algorithms: Oversee the development and refinement of personalized recommendation algorithms leveraging machine learning and data analysis techniques, ensuring accuracy, relevance, and diversity in content suggestions. Cross-functional Collaboration: Collaborate closely with engineering, design, data science, business development, and enablement teams to ensure seamless integration of features, timely delivery, and alignment with technical feasibility and user experience standards. User Insights & Analytics: Utilize qualitative and quantitative data analysis techniques to gain deep insights into user behavior, preferences, and trends, leveraging findings to refine product strategies, improve user experience, and drive growth. Performance Monitoring & Optimization: Establish key performance indicators (KPIs) and regularly monitor product performance, conducting A/B testing and experimentation to optimize algorithms, content relevance, and overall effectiveness. Team Leadership and Coaching: Provide authentic and empathetic leadership to your product team, fostering a collaborative and high-performing culture, encouraging innovation, continuous learning, and accountability. Requirements: Strong Leadership Skills: Prior experience managing a team of product managers, with a passion for colleague development, coaching, and mentoring direct reports. Product Development Experience: A history of building new products (0-1) and shipping continuous improvements, with specific experience using data, machine learning (ML), and AI to solve customer problems. Commercial Acumen: A good understanding of commercial considerations, with the ability to clearly articulate how your product will generate revenue. Clear Communication Skills: Ability to convey product strategy and vision, adept at explaining complex concepts to a broad audience. Prioritization and Time Management: Ability to prioritize features across multiple competing priorities and timelines, with high consideration of user needs, technical feasibility, and business outcomes. UX Design and Customer Research: Clear understanding of UX design and customer research frameworks and principles. Global Team Experience: Experience working as part of a global team, with the ability to flex your schedule to support multiple time zones (primarily UK and US West/East Coast). Our Values: What We Stand For At Amex Digital Labs, our values are at the heart of everything we do. We're looking for people who resonate with these values: BOLD: We boldly experiment and innovate by taking informed risks, overcoming the fear of failure, and letting the desire to learn drive us. CURIOUS: We cultivate an environment where we are inquisitive and reflective of the ideas and actions of our customers, colleagues, partners, and leaders. EMPATHETIC: We embrace our humanity in both our work and workplace, supporting our colleagues and customers to do the same. EMPOWERED: We elevate each other through feedback and encouragement, while also welcoming healthy and constructive debate across peers, partners, and leaders alike. AUTHENTIC: We authentically approach our conversations and the way we show up to others, communicating openly and honestly, with both good news and bad. INCLUSIVE: We welcome diverse perspectives to our work and to the team, believing that different viewpoints and backgrounds make our products and ideas stronger. What We Offer: Benefits, Perks, and Career Growth At American Express, we back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: Competitive Base Salaries: A salary range of $130,000 to $205,000 annually, depending on experience and location. Bonus Incentives: Opportunities to earn bonuses and incentives that recognize your hard work and contributions. Retirement Savings Plan: A 6% company match on your retirement savings plan, helping you plan for the future. Financial Coaching and Well-being Support: Free financial coaching and financial well-being support to help you manage your finances and achieve your goals. Comprehensive Benefits: Medical, dental, vision, life insurance, and disability benefits to protect your health and well-being. Flexible Working Model: A flexible working model with hybrid, onsite, or virtual arrangements, depending on role and business need. Parental Leave: 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy. Wellness Programs: Free access to global on-site wellness centers staffed with nurses and doctors, as well as free and confidential counseling support through our Healthy Minds program. Career Development and Training: Opportunities for career growth and development, with training programs and resources to help you succeed. Why Join #TeamAmex? At American Express, we're committed to creating a culture of inclusivity, diversity, and belonging. We're passionate about driving innovation, delivering exceptional customer experiences, and making a positive impact on our communities. As a member of our team, you'll have the opportunity to: Be Part of a Global Community: Join a diverse community of colleagues from around the world, working together to achieve common goals. Drive Innovation: Be at the forefront of innovation, developing cutting-edge products and experiences that transform the way our customers live, work, and interact with our brand. Develop Your Skills: Take advantage of training programs, resources, and opportunities for career growth and development. Make a Positive Impact: Contribute to our mission of making a positive impact on our communities, through volunteer programs, charitable initiatives, and more. Take the Next Step Are you ready to join #TeamAmex and revolutionize the future of digital payments and membership experiences? Apply now and let's discuss how you can become a vital part of our success story. Apply for this job