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Senior Product Manager - Product Servicing & Innovation, Digital Labs

American Express

Location: Greater London

Job Type: Full time


You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Digital Labs is a high impact group within American Express with a mission to build on Amex’s legacy of reinvention to lead innovation in FinTech and create products that make a difference in our customers’ lives. Our team focuses on crafting leading digital payment solutions, using our world-class servicing network and lifestyle assets to deliver outstanding digital experiences, and thinking entrepreneurially about emerging technologies to help drive new opportunities for American Express.

As a Senior Product Manager, you will work with colleagues in the U.S. and U.K. in providing dedicated servicing support for Labs products as well as supporting the development of new innovative pilots and capabilities that demonstrate the future of servicing. This is a highly collaborative and cross-functional role, working in close partnership with Global Services Group (GSG) and Travel and Lifestyle Services (TLS) as well as Labs Product, Strategy & Product Enablement teams. This role will also involve working closely with startups and external partners to identify new product concepts, evaluate relevant emerging technologies and launch next generation servicing pilots.

How will you make an impact in this role?

  • Develop new servicing features and capabilities in partnership with AET, ensuring that the capabilities are aligned with the American Express servicing architecture and product ecosystem
  • Support with servicing customer inquiry & dispute handling, CCP procedures & escalation processes
  • Advise on creation of product articles (e.g., CCP FAQ content) & customer facing servicing content/communications including email, chat and
  • Lead the end-to-end servicing for key new product launches, including complaints monitoring and management, ensuring priority complaints are incorporated in product backlogs and resolved, and all complaints are tracked
  • Monitor servicing and fraud cases post-launch and find opportunities to continuously improve, optimize and streamline processes
  • Play a critical role in the assessment of startups/emerging technologies with high relevance to servicing, including (but not limited to) Artificial Intelligence, Personalization, Advanced Analytics

Minimum Qualifications:

  • Experience working as a senior product manager (or equivalent) with team leadership responsibilities in a forward-thinking, fast paced team environment
  • Proficient in American Express servicing processes and procedures with prior experience in a complex servicing-oriented product role
  • Experience in product development using Agile principles in partnership with engineering teams
  • Proven ability to track and successfully complete complex programs/projects on time, while keeping all stakeholder groups informed and satisfied
  • Passionate about emerging technology and innovation – able to succinctly describe the latest trends and provide thought leadership on their relevance to American Express
  • High level of comfort with data and analytics, with experience using data to drive decision making and product improvement
  • Ability to communicate effectively at all levels, including concise verbal and written executive-level communications
  • Demonstrated ability to work in a highly collaborative environment with heavy emphasis on partnership
  • Demonstrate leadership and organizational skills

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

To complete your application, please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on