Director – Product Management, Customer Personalization
The Enterprise Digital Experiences (EDX) team leads development of the Mobile App & Website and is focused on building best-in-class digital experiences that maximize enterprise value through trusted, scalable platforms and modern ways of working.
As customer expectations continue to evolve, Personalization is becoming a critical differentiator in how we engage customers across digital touchpoints. The Customer Personalization team is responsible for shaping intelligent, contextually relevant experiences that help customers discover value, achieve their goals, and strengthen their relationship with American Express.
This role requires a strategic product leader who can define the team’s vision, influence enterprise priorities, and drive measurable business outcomes through modern personalization capabilities. The ideal candidate combines strong product leadership, customer-centric thinking, and deep cross-functional collaboration to scale personalization across channels, journeys, and experiences.
ResponsibilitiesKey Responsibilities
- Define and drive the vision and strategy for Customer Personalization experiences across key digital channels, establishing clear goals, success metrics, and execution plans aligned to enterprise priorities.
- Drive enterprise-wide adoption of personalization capabilities across channels, placements, and customer journeys - establishing scalable frameworks.
- Lead the evolution of personalization capabilities to support enterprise Card Monetization priorities and emerging digital experiences, including guided customer experiences.
- Define and maintain a product suite roadmap by partnering closely with Engineering, Marketing, Analytics, Data Science, and Product teams to deliver measurable customer and business outcomes.
- Lead and develop a high-performing team of Product Managers/Product Owners, fostering strong product thinking, customer obsession, innovation, and operational excellence.
- Influence senior stakeholders across Product, Engineering, Marketing, Analytics, and Business teams to align priorities, secure investment, and accelerate delivery of personalization outcomes.
- Define success metrics and leverage experimentation, analytics, and customer insights to continuously optimize engagement, conversion, customer satisfaction, and monetization outcomes.
- Partner with Engineering and Product teams to continuously improve agile delivery practices, increase organizational efficiency, and maximize speed-to-value.
Qualifications
- 10+ years of experience in digital product management, personalization, digital strategy, or management consulting, with experience leading large-scale digital initiatives.
- Proven track record of launching and scaling digital products or customer experiences across multiple channels with measurable business impact and large active user bases.
- Experience building or scaling personalization capabilities, customer engagement platforms, or AI/ML-driven digital experiences preferred.
- Strong understanding of modern digital architectures, APIs, data-driven platforms, and personalization technologies.
- Demonstrated experience defining product strategy, developing roadmaps, and leading agile product development teams in complex, matrixed organizations.
- Strong analytical and strategic thinking skills, with the ability to translate customer insights, behavioral trends, and business objectives into impactful product capabilities.
- Highly collaborative and influential leader with exceptional communication and stakeholder management skills across executive and working teams.
- Innovative mindset with strong product intuition and the ability to balance customer experience, technical feasibility, and business value.
- Ability to operate effectively in a highly matrixed global organization, balancing short-term priorities with long-term platform investments.
- Confident self-starter comfortable leading across teams, organizations, and time zones.
- Bachelor’s degree required; advanced degree preferred.
Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
About UsAt 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, you’ll experience our 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.
About the TeamWe 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
- 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.
Skills Required
- 10+ years experience in digital product management or management consulting
- proven track record of launching and scaling digital products
- experience in building personalization capabilities or AI/ML-driven experiences
- strong understanding of digital architectures and personalization technologies
- experience defining product strategy and leading agile teams
- strong analytical and strategic thinking skills
- exceptional communication and stakeholder management skills
- ability to operate in a highly matrixed organization
- Bachelor's degree required; advanced degree preferred
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
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