Director Product Development - Amex 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.

The core of our company is not just the products we offer, but the personal connections our customers have with our brand. You can create digital experiences–from payments to rewards to servicing–that keep us connected to our customers and serve them at every touchpoint. From digital servicing and lifestyle features to secure, frictionless payment options, you can make a meaningful difference in our customers’ lives and help set us apart in the industry. Find your place in digital product on #TeamAmex.

Amex Digital Labs is responsible for catalyzing innovation at American Express by originating, incubating, and managing products and platforms that are essential to our customers’ lives. We are a fast-paced team that leverages emerging technologies to develop digital payment and financial services products and engaging membership experiences. We often collaborate with top technology companies and strategic partners to bring products to market.

The Global New Product Development and AI team is hiring a product leader to focus on Membership Growth and Customer Experience Innovation. In this role you will lead a product team responsible for developing

a range of products and pilots that provide card members with new ways to engage with their membership benefits, tapping into the power of data, AI, and emerging technology to develop transformational customer experiences that are predictive, proactive and personalised. This product area is central to our mission to develop and grow products that make membership essential while generating revenue streams for American Express.

How will you make an impact in this role?

Working together with your team and Labs partners, you will lead:

  • Product Strategy Development: Formulate a comprehensive strategy for new membership products and associated platform capabilities, aligning with company goals and user needs.
  • Product Roadmap Management and Delivery Planning: Drive the development and execution of a detailed product roadmap, prioritizing features and enhancements to optimize user engagement, repeat usage and monetization. The product roadmap will include features that correspond with (but are not limited to) the following key areas:
    • Elegant Customer Experience Design: Champion the creation of an intuitive user interface, collaborating closely with design/UX teams to create visually appealing layouts, seamless navigation, and delightful interactions that elevate the overall user experience and differentiate the product in the marketplace.
    • Content Definition & Curation: Develop a robust strategy for content selection, categorization, and prioritization, collaborating with business development and strategic partnerships teams to ensure a diverse and engaging mix of relevant content types, sources, and formats that resonate with target audiences and align with the product's objectives and values.
    • Personalized Recommendation Algorithms: Oversee the development and refinement of personalized recommendation algorithms leveraging machine learning and data analysis techniques, ensuring accuracy, relevance, and diversity in content suggestions tailored to individual user preferences, behavior, and feedback, while also respecting user privacy and data protection regulations.
  • Cross-functional Collaboration: Collaborate closely with engineering, design, data science, business development and enablement teams to ensure seamless integration of features, timely delivery, and alignment with technical feasibility and user experience standards.
  • User Insights & Analytics: Utilize qualitative and quantitative data analysis techniques to gain deep insights into user behavior, preferences, and trends, leveraging findings to refine product strategies, improve user experience, and drive growth.
  • Performance Monitoring & Optimization: Establish key performance indicators (KPIs) and regularly monitor product performance, conducting A/B testing and experimentation to optimize algorithms, content relevance, and overall effectiveness.
  • Team Leadership and Coaching: Provide authentic and empathetic leadership to your product team, fostering a collaborative and high-performing culture. Encourage innovation, continuous learning, and accountability to drive excellence in product development and delivery.

Minimum Qualifications:

  • Strong leadership skills, with prior experience managing a team of product managers. Passionate about colleague development, with the ability to coach, mentor, and guide direct reports.
  • A history of building new products (0→1) and shipping continuous improvements. Specific experience using data, machine learning (ML) and AI to solve customer problems is advantageous.
  • Energy and drive to ensure that your product is successful and has an impact, with a keen eye for detail and ability to analyze key metrics to identify opportunities or problems.
  • A good understanding of commercial considerations with the ability to clearly articulate how your product will generate revenue for Amex.
  • Clear and concise communication skills to convey product strategy and vision, adept at explaining complex concepts to a broad audience.
  • Ability to prioritise roadmaps across multiple competing priorities and timelines - with high consideration of user needs, technical feasibility, and business outcomes.
  • Clear understanding of UX design and customer research frameworks and principles.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

  • 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.