Vice President, Customer Experience Product Transformation

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.

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

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, 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.

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

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 .

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.