Associate Product Manager, GMNS Customer Journeys Servicing

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. From delivering differentiated products to providing world-class customer service we operate with a strong risk mindset ensuring we continue to uphold our brand promise of trust security and service.

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.

This role sits within the Global Merchant and Network Services (GMNS) Product team part of American Express Global Merchant & Network Services (GMNS) organization. GMNS focuses on the businesses that accept American Express cards bringing together the teams that manage relationships with millions of merchants globally operate the American Express payment network and lead bank and acquirer partnerships across more than 170 markets.

GMNS Product is at the core of this ecosystem enabling how Issuers Acquirers Network Partners and Processors connect to and operate on the American Express Network which supports over $1.6 trillion in annual spend. The team is leading a strategic multi-year transformation of the acquiring ecosystem through Acquirer Product modernizing platforms capabilities and services to better anticipate partner needs. This is a strategic priority for GMNS as it becomes increasingly important that we stay competitive with the rise of intermediaries can quickly adapt to an ever-changing regulatory environment and are developing strong value-added services that deepen the relationships with our acquiring customers.

Reporting initially to the Director GMNS Customer Journeys the Associate Product Manager will support the design development and ongoing management of GMNS customer servicing journeys across Merchants Payment Facilitators Network Partners and Processors with an initial focus on Disputes. This role will contribute to journey strategy and roadmap execution by partnering closely with Product Technology Operations Servicing and Control Management teams to enhance customer experience and operational efficiency.

This is an opportunity for an early-career product professional to build strong domain expertise within payments and develop end-to-end product management capabilities in a complex regulated environment.

How will you make an impact in this role

• Support the design development and lifecycle management of customer servicing journey capabilities from concept through release and ongoing optimization.
• Assist in developing business cases for new features or enhancements including gathering data inputs and supporting value articulation.
• Create and document clear business requirements user stories and acceptance criteria to enable effective solution design and delivery.
• Conduct internal and external research to understand competitive positioning market trends and regulatory developments providing input on potential implications to the product.
• Apply structured problem-solving and data analysis to identify trends and recommend solutions that enhance user experience and operational outcomes.
• Document as-is processes and support identification of process optimization opportunities.
• Support prioritization for assigned journeys or products building and sustaining a well-groomed backlog aligned to the agreed roadmap.
• Collaborate with cross-functional teams including Product Delivery Technology Design Operations Compliance and Risk to support timely execution of roadmap commitments.

Minimum Qualifications

• Experience:Experience in product management digital product development customer journey mapping business analysis or related roles preferred.
• Analytical capability: Strong problem-solving skills with the ability to interpret customer data performance metrics and market insights to support feature enhancements and journey improvements.
• Intellectual curiosity:Demonstrated desire to learn and build expertise within a complex regulated acquiring environment.
• Delivery mindset: Ability to support execution against defined strategy manage competing priorities and contribute to delivery outcomes within a matrixed environment.
• Communication:Clear and structured communicator able to translate business requirements into actionable user stories and effectively engage both technical and non-technical stakeholders.
• able to translate complex topics into practical insights for diverse stakeholders
• Highly collaborative: Ability to collaborate and build positive relationships with both our internal and external partners to deliver value.
• Great attitude:High energy an optimistic attitude and a good sense of humor

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

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.