The Vice President, Customer Experience Product Transformation owns the enterprise voice, chat, email customer experience capabilities for American Express Servicing, defining the strategy, product roadmap, platform modernization, and operating model that enable AI-powered servicing across voice and digital channels. The role is accountable for scaling AI capabilities globally to improve customer experience, increase digital adoption, reduce servicing demand, and deliver measurable business value.
Working in close partnership with Servicing Innovation and Global Servicing Technology, the VP transforms proven AI capabilities into enterprise products and experiences, leading platform modernization, global deployment, and continuous optimization. This role ensures AI innovation is successfully operationalized at scale while positioning American Express as a leader in AI-enabled customer servicing.
ResponsibilitiesCustomer Experience Strategy & Product Management
Establish the product vision for scaled customer experiences across voice response (IVR), chat, messaging, email, and emerging AI channels.
Codify and execute the multi-year roadmap for AI-powered customer experience across voice and digital channels.
Own the product lifecycle for enterprise AI-powered customer experiences, including prioritization, roadmap, release planning, feature adoption, and value realization
Prioritize investments that improve customer experience while reducing servicing demand and operating costs.
Partner with business leaders to align self-service priorities with enterprise servicing strategy
Customer Journey & Experience Design
Own scaled end-to-end self-service customer journey design across voice and digital channels.
Lead the delivery and orchestration of conversational experiences across customer journeys.
Establish and align a customer-centric roadmap that continuously improves containment, personalization, and ease of use.
Ensure experiences are intuitive, consistent, and accessible across servicing channels.
Drive continuous optimization through experimentation, customer insights, analytics, and AI model improvements.
Partner with GS Strategy and Operations to maximize digital adoption and self-service utilization.
AI Product Management & Enterprise Deployment
Partner with the Servicing Innovation team to design, operationalize and scale GenAI capabilities across customer servicing.
Own the product roadmap for scaled deployment of AI-powered self-service experiences.
Lead global deployment, adoption, and continuous optimization of AI-powered customer experiences across business units and markets
Design and evolve the operating model required to sustain AI-powered customer servicing, including governance, support model, release management, platform ownership, and continuous improvement.
Cross-Functional Leadership & Governance
- Partner with senior leaders across:
- Servicing Innovation (GenAI strategy, innovation & testing, AI Governance)
- Global Servicing Technology (Engineering, Architecture, Cloud)
- Global Servicing (operations, strategy, support teams)
- CCaaS Product Management (Transformation Management Office & Colleague Experiences)
- Data & Reporting
- GS Strategy
- Risk, Compliance, and Control Management
- Lead enterprise governance to manage dependencies across platform, process, and market migrations
Risk, Compliance & Controls
- Ensure all transformation efforts meet regulatory, privacy, and operational risk requirements
- Partner closely with control management to embed controls-by-design into new platforms and processes
Business Performance & Value Realization
- Define and track KPIs, measuring performance against legacy platforms
- Deliver sustained value through continuous optimization post-migration
- Accountable for customer experience outcomes including containment, call/chat deflection, customer satisfaction, digital adoption and operational savings.
15+ years of experience in digital transformation, contact center, or servicing strategy/operations
Proven leadership of large-scale customer experience or contact center transformation programs
- Experience leading organizations of 50+ people (or indirect global organizations)
- Experience managing multi-million-dollar transformation portfolios
- Experience owning executive-level P&L or business outcomes
- Experience influencing senior executives
Experience with AI powered customer experience platforms, for example:
CCaaS - Genesys Cloud, Amazon Connect, NICE CXone, Five9
Conversational AI – Google GECX, LivePerson, Decagon, Sierra, Kore.ai
Strong understanding of servicing operations, workforce management, and customer experience
Demonstrated ability to lead in highly regulated, risk-conscious environments
Executive presence with ability to influence senior stakeholders across servicing operations and technology
Proven ability to build and lead high-performing teams and develop leadership talent
Employment eligibility to work with American Express in the U.S 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
- 15+ years of experience in digital transformation, contact center, or servicing strategy/operations
- Proven leadership of large-scale customer experience or contact center transformation programs
- Experience leading organizations of 50+ people (or indirect global organizations)
- Experience managing multi-million-dollar transformation portfolios
- Experience owning executive-level P&L or business outcomes
- Experience influencing senior executives
- Experience with AI-powered customer experience platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Five9; Google GECX, LivePerson, Decagon, Sierra, Kore.ai)
- Strong understanding of servicing operations, workforce management, and customer experience
- Demonstrated ability to lead in highly regulated, risk-conscious environments
- Executive presence with ability to influence senior stakeholders across servicing operations and technology
- Proven ability to build and lead high-performing teams and develop leadership talent
- Employment eligibility to work with American Express in the U.S.; company will not pursue visa sponsorship
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.
