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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Global Commercial Services (GCS) is the global leader in payment solutions for Small, Medium (SME) and Global and Large (G&L) enterprises. Within GCS Products, the @ Work Digital Experience team is focused on designing and delivering digital products for corporate customers to effectively lead their Corporate Card programs. The @ Work Digital Experience, Customer Experience & Platform Capabilities team is seeking a Senior Associate to lead the end-to-end development, management, and operations of a portfolio of digital tools collectively designed to drive self-serve behavior among users, enhance launch discipline and experimentation across a global and complex digital offering, and capture and disseminate customer sentiment to shape the product roadmap. The ideal candidate brings a strong blend of product strategy and technical expertise, always approaching projects with a user-centric mindset.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Own and drive a cross-functional initiative across Product, Tech, Marketing, Servicing, UX, and Research to define the vision and roadmap for a global digital product that delivers end-user help and support resources –

• Partner with Tech to secure the current User Help offering in the short term

• Partner with Marketing, UX, et al to develop a long-term vision for the product that leverages industry best practices and emerging technologies for User Help solutions

• Oversee the day-to-day operations and deliverables for the current User Help offering

• Own and drive customer satisfaction for a 300K user digital product –

• Develop deep understanding of key user needs and translate insights into actionable items that will enhance the overall customer experience

• Partner with Analytics to track performance, identify key trends, and surface insights to inform strategic decisions

• Disseminate CSAT findings across the broader Product team, driving data-driven enhancements and fostering a customer-first mindset

• Shape standard launch protocols – collaborate with Product Owners to flesh out the end-to-end launch protocol and technical architecture design for product launches in each market, executing agile product delivery to meet business objectives

• Advocate for data-driven solutions to drive enhancements – cultivate an experimentation culture across wider Product team in support of product growth and optimizing the user experience

• Oversee the implementation of platform capability tools at the program level – lead multiple integration projects from concept to execution, ensuring effective change management strategy and platform adoption

• Lead international expansion efforts for select tools – manage the product development and partner with the go-to-market center of excellence for an international expansion project in partnership with Tech, Marketing, Servicing, Legal, Compliance, and third-party vendor teams

• Occasional domestic travel

Minimum Qualifications:

• Passion for digital transformation - enthusiastic about digital products and improving customer experiences through digital transformation projects; experience with or curiosity to learn about AXP Commercial digital products

• Customer-centric mindset - deep understanding of user needs and ability to transform customer data and insights into informed product strategy and roadmap

• Product strategy - strategic thought leadership in developing, iterating, and evangelizing the product vision, roadmap, and backlog; ability to align team backlog with business goals

• Project management - demonstrated ability to self-start, carve opportunities out of ambiguity, manage multiple priorities, and operate with a high degree of independence within a matrixed digital product organization; familiarity with project management techniques, frameworks, and tools

• Technical proficiency - familiarity with technical architectures and APIs, with the ability to collaborate on platform integrations and system design

• Thought leadership – highly curious and analytical, with exceptional critical thinking and problem-solving skills; a proactive driver who pushes for clarity and execution while fostering collaboration

• Exceptional communication – excellent oral and written communication skills; aptitude for user experience and technology with the ability to speak fluently across data, design, and engineering

• Stakeholder management - ability to reconcile competing needs and assess tradeoffs to make informed decisions, and support them with compelling evidence

• Bachelor's degree

Preferred Qualifications:

• 2 years of professional experience in digital product management working in lean and scalable teams

• Experience with Agile methodologies including Scrum, Kanban, and SAFe

• Experience with technical product delivery and experimentation

• Experience with user onboarding and go-to-market

• PMP certification

Qualifications

Salary Range: $60,000.00 to $110,000.00 annually bonus 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 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

• 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.

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If the links do not work, please copy and paste the following URLs in a new browser window: https://www.dol.gov/agencies/ofccp/posters to access the three posters.

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

Job: Product

Primary Location: US-New York-New York

Other Locations: US-Georgia-Atlanta, US-Arizona-Phoenix, US-Utah-Sandy, US-Florida-Sunrise

Schedule Full-time

Req ID: 25004623