Servicing Experience Product Director CEG (HR)

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

• Support for financial-well-being and retirement

• Comprehensive medical dental vision life insurance and disability benefits (depending on location)

• Flexible working model with hybrid onsite or virtual arrangements depending on role and business need

• Generous paid parental leave policies (depending on your location)

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.

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 youll 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 Colleague Experience Group (formerly HR) is focused on providing a great colleague experience every day. Our mission is to obsess over understanding the colleague experience at a deeper level to co-create simple and great ways of working that enable everyone to be and deliver their best. Within CEG the Colleague Services (CS) organization plays a critical role in providing outstanding services capabilities data and insights to enable that great colleague experience. The organization builds and operates products and services to enable CEG and the business.

The Colleague Experience Servicing Strategy refers to the structured approach American Express and the Colleague Experience Group (CEG) is taking to deliver support services to its colleagues ensuring that interactions are efficient consistent and tailored to individual needs. It encompasses the design of tiered support models integration of technology platforms and governance of knowledge assets to enable seamless resolution of colleague inquiries.

How will you make an impact in this role

As the Servicing Experience Product Director within Colleague Services youll be part of a cross-functional team of product managers and engineers that delivers best-in-class digital products to colleagues at American this role you wont just be improving software youll be shaping how colleagues feel at work. From their first day to their next opportunity youll help create seamless meaningful and empowering experiences that help every colleague be and deliver the best for themself and their team.

We are seeking a strategic and hands-on Servicing Experience Product Director to drive the end-to-end servicing experience for our colleagues at American Express. This position is pivotal in shaping evolving and elevating how our teams access and benefit from servicing capabilities throughout the entire colleague lifecycle from onboarding and daily support to career progression and internal mobility. The Director will guide the overall servicing experience approach ensuring it is colleague-centric efficient and closely aligned with Enterprise Servicing and CEG goals.

In this role you will collaborate across cross-functional teams to deeply understand the needs of our colleagues proactively identify pain points and influence the design and implementation of scalable intuitive solutions. You will partner with stakeholders across CEG Technology and Servicing to ensure that our support services are seamless consistent and empowering for every colleague. Acting as the voice of the colleague you will champion user-centred design and data-driven improvement ensuring that our servicing platforms and processes are not only operationally robust but also exceptional in their usability and impact. This is a high-impact opportunity for someone who thrives at the intersection of digital transformation user experience and human-centred service design.

Responsibilities

• Partner with CEG Servicing to stand up Center of Excellence supported by a dedicated product team.

• Own the servicing product roadmap backlog prioritization and sprint planning in partnership with Tech Servicing and COE stakeholders.

• Oversee the selection and deployment of next-gen case contact and knowledge management platforms ensuring AI-readiness and integration with Oracle HCM and other core systems.

• Partner closely with the Servicing Strategy Director key stakeholders and senior leaders to redesign the CEG servicing model to deliver scalable secure and intuitive servicing experiences powered by AI.

• Partner with Servicing and Technology teams to build a centralized knowledge ecosystem to support GenAI content indexing and intelligent routing.

• Partner with the Experience Lead to contribute to the implementation of a single-entry point for CEG servicing and elevate the omni-channel experience to match best-in-class standards.

• Lead the definition of market pilots and approach in partnership with Servicing Product and Technology partners to test hypothesis and ensure successful implementation of new capabilities and services.

• Influence senior leaders and cross-functional partners to secure investment and alignment on servicing strategy.

Preferred Qualifications

• 10 years of experience in employee experience UX or service design.

• Expertise in HR platforms (e.g. Oracle HCM) case/contact center technologies and knowledge management systems.

• Proven track record in user research journey mapping user experience design service design and human-centered design methodologies.

• Ability to navigate matrixed organizations manage multiple priorities and build alignment across diverse teams.

• Exceptional stakeholder management and communication skills with the ability to translate technical language into human impact.

• Data-driven mindset with experience leveraging user feedback analytics and usage metrics to drive decisions.

• Familiarity with agile methodologies value co-creation change management and enterprise-level digital transformation.

Non-considerations for sponsorship: Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.