Director-Digital Product Management - Gen AI & Agentic Experiences

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 this 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.

Amex Digital Labs is responsible for catalysing digital innovation at American Express by originating, incubating, and managing emerging products and platforms that can be essential to our customers’ digital lives. We strive to emphasise creativity, customer centricity, and innovation. Focus areas include crafting industry-leading digital payment solutions, using our outstanding membership assets to build digital experiences, and defining new products and services based on emerging technologies and trends.

How will you make an impact in this role?

We are seeking a Product Director to lead the development of next-generation customer experiences powered by generative and agentic AI. This role will own the roadmap and end-to-end delivery of AI-enabled customer experiences, translating emerging capabilities into intuitive, scalable solutions that deliver meaningful customer and business value. The successful candidate will bring deep technical acumen, strong product judgment, and a proven track record of leading teams to build and scale high-impact products within appropriate governance boundaries.

Key Responsibilities

• Lead the roadmap and end-to-end delivery of AI-enabled customer products and journeys, balancing customer needs, business priorities, and longer-term opportunities to deliver high-quality solutions within appropriate risk boundaries.
• Own the identification and prioritisation of customer problems, using customer research, market insight, and competitive intelligence to inform product direction and investment decisions.
• Partner closely with teams responsible for underlying AI capabilities to ensure generative AI and agentic solutions are effectively applied to customer experiences and meet business, governance, and quality expectations.
• Define success metrics for AI-enabled experiences, including product performance, quality, accuracy, customer outcomes, and satisfaction, and use those insights to optimise products and inform strategic decisions.
• Lead and develop high-performing product teams, providing direction, coaching, and clear prioritisation to deliver impactful outcomes at scale.

Preffered Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business, or a related field.
• 6+ years of product management experience, ideally in a highly regulated environment.
• Proven track record of building 0–1 products, preferably AI-powered, customer-facing solutions using conversational platforms, recommendation engines, and/or personalisation techniques.
• Strong strategic and creative thinking, with the ability to define product strategies aligned to company goals and deliver measurable customer and business outcomes.
• Demonstrated leadership experience managing and developing product teams, with the ability to coach, mentor, and support direct reports.
• Solid understanding of Large Language Models, Natural Language Processing, agentic AI concepts such as planning, tool use, and orchestration, and broader machine learning frameworks and applications.
• Excellent communication and influencing skills, with the ability to articulate product strategy and complex concepts clearly to senior leaders and colleagues at all levels.

 

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.  

 

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
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.