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Vice President, Customer Experience Product Transformation
Full-time
Job Description
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.
Responsibilities
Customer 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.
Qualifications
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 Us
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.
About The Team
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.
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Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
