Director – Data Science, Global Servicing Decision Science
About the Team
The Global Servicing Decision Science (GSDS) team is the Decision Science engine for Global Servicing, bringing together advanced analytics, data science, AI/GenAI, and decisioning to transform servicing experiences, empower colleagues, and enable intelligent operations. GSDS serves as a centralized Decision Science Center of Excellence, partnering across Product/Capabilities, Control Management, Strategy, Operations, Technology, and enterprise analytics and data science teams.
GSDS builds and scales servicing intelligence across Global Servicing—from predictive and proactive servicing, personalization, next-best-action and journey orchestration to conversational AI, agent assist, AI-powered coaching, conduct and quality monitoring, and complaint and dispute intelligence. Our mandate is to build durable, production-ready capabilities that continuously improve decisions through prediction, recommendation, optimization, experimentation, and learning.
How will you make an impact in this role?
As Director, you will define and lead the vision, strategy, and execution of Decision Science across Global Servicing, translating complex customer and business challenges into scalable intelligence capabilities that improve customer experience, colleague effectiveness, operational efficiency, membership value, and controls.
This is a highly visible leadership role requiring deep analytical rigor, strong technical and AI expertise, strategic problem-solving, commercial acumen, and enterprise leadership. You will lead a high-performing team of data science professionals and partner across Global Servicing and the enterprise to embed intelligent decisioning into servicing experiences and processes.
You will also help shape the next generation of servicing Decision Science—advancing capabilities such as Agentic AI, transformer-based recommendation systems, and Conversational AI while ensuring solutions are production-ready, measurable, governed, and continuously improving.
ResponsibilitiesKey Responsibilities
GSDS Strategy & Business Impact
• Define and lead the Decision Science roadmap across Global Servicing, identifying and prioritizing high-impact opportunities across servicing experiences, membership value and engagement, colleague efficiency, and operational excellence.
• Translate business strategy into clear Decision Science priorities, success measures, and investment choices, connecting technical opportunities to measurable customer and business outcomes.
AI / GenAI & Decision Science Leadership
• Provide technical leadership across AI/ML, GenAI, prediction, recommendation, optimization, experimentation, and learning, setting a high bar for solution design, evaluation, and analytical rigor.
• Drive the evolution of GSDS toward emerging AI paradigms, including Agentic AI and multi-agent workflows, transformer-based recommenders and representation learning, and Conversational AI/LLM-based systems that can reason over context and support increasingly intelligent servicing decisions.
• Maintain sufficient technical depth to challenge architectures, modeling choices, evaluation frameworks, and trade-offs, and to guide teams from experimentation through scalable production deployment.
Scalable Decisioning Products & Production AI
• Oversee development of reusable, production-ready data science products and decisioning systems that leverage customer, behavioral, contextual, and operational data to enable timely and personalized decisions.
• Partner with Technology, platform, and governance teams to deploy and evolve AI solutions with appropriate architecture, observability, controls, model/AI quality, and lifecycle discipline.
Leadership, Talent & Enterprise Influence
• Lead, mentor, and grow a high-performing team of data science professionals, fostering technical excellence, first-principles problem solving, innovation, ownership, and strong commercial judgment.
• Build organizational capability across Applied GenAI, AI engineering and architecture, advanced recommendation and decisioning methods, strategic problem solving, and commercial storytelling.
• Influence senior stakeholders and build strong cross-functional accountability, using clear and compelling narratives to drive prioritization, investment decisions, adoption, and execution of major Decision Science initiatives.
Innovation & Future-Focused Capability Building
• Continuously evaluate advances in AI and Decision Science and translate the most relevant methods into practical, scalable capabilities and reusable best practices for Global Servicing.
• Shape a forward-looking technical roadmap that strengthens GSDS capabilities in Agentic AI, Conversational AI, modern recommendation systems, experimentation, AI engineering, architecture, governance, and continuous optimization.
QualificationsMinimum Qualifications
• Bachelors degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics).
• Exceptional analytical and conceptual problem-solving ability, with experience structuring and solving complex, ambiguous business challenges using first-principles thinking.
• Proven leadership experience managing and developing high-performing analytics or data science teams in a complex, cross-functional environment.
• Strong technical foundation in modern data science and AI, with the ability to guide solution design, challenge technical approaches, and connect analytical choices to business outcomes.
• Strong ability to influence senior stakeholders through clear, structured, and compelling communication and executive storytelling.
• Experience driving large-scale analytics, Decision Science, or AI initiatives from concept through production, adoption, and ongoing optimization.
• Strong commercial acumen and storytelling, with the ability to connect technical strategy, architecture and investment choices to measurable business value.
Preferred Qualifications
• Master’s degree in a quantitative field (e.g., Engineering, Computer Science, Mathematics, Statistics, Economics).
• Technical exposure to or experience driving modern AI capabilities such as Agentic AI/agentic workflows, transformer architectures and transformer-based recommendation systems, Conversational AI, LLMs, and advanced personalization or next-best-action systems.
• Strong understanding of the end-to-end Decision Science and AI lifecycle, including experimentation, model/AI evaluation, decision logic and orchestration, productionization, monitoring, governance, and continuous optimization.
• Track record of building scalable data products, recommendation/decisioning systems, or AI-driven capabilities with measurable customer, revenue, productivity, cost, or control outcomes.
• Experience driving transformation from traditional analytics toward AI-powered, productized Decision Science capabilities and reusable enterprise solutions.
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain 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
- Bachelor's degree in a quantitative field such as Engineering, Computer Science, Mathematics, Statistics, or Economics
- Exceptional analytical and conceptual problem-solving ability for complex, ambiguous business challenges
- Leadership experience managing and developing high-performing analytics or data science teams in a complex, cross-functional environment
- Strong technical foundation in modern data science and artificial intelligence
- Ability to influence senior stakeholders through clear, structured communication and executive storytelling
- Experience driving large-scale analytics, Decision Science, or AI initiatives through production, adoption, and ongoing optimization
- Strong commercial acumen and ability to connect technical strategy, architecture, and investment choices to measurable business value
- Master's degree in a quantitative field such as Engineering, Computer Science, Mathematics, Statistics, or Economics
- Experience with Agentic AI, agentic workflows, transformer architectures, transformer-based recommendation systems, Conversational AI, LLMs, personalization, or next-best-action systems
- Understanding of the end-to-end Decision Science and AI lifecycle, including experimentation, evaluation, productionization, monitoring, governance, and optimization
- Track record building scalable data products, recommendation systems, decisioning systems, or AI-driven capabilities with measurable outcomes
- Experience transforming traditional analytics into AI-powered, productized Decision Science capabilities and reusable enterprise solutions
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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Strong & Reliable Incentives — Bonuses are often viewed as strong and materially boost total compensation when combined with benefits. Company-performance bonuses are highlighted as a recurring strength.
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Leave & Time Off Breadth — Paid time off and paid leave are frequently highlighted as strengths within the total rewards package. These policies support work-life balance and contribute meaningfully to overall satisfaction.
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Retirement Support — Retirement benefits are frequently mentioned as a positive component of the package. These offerings add tangible value 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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