Director- Customer Personalization Product Management

Job Description

Director – Product Management, Customer Personalization

The Enterprise Digital Experiences (EDX) team leads development of the Mobile App & Website and is focused on building best-in-class digital experiences that maximize enterprise value through trusted, scalable platforms and modern ways of working.

As customer expectations continue to evolve, Personalization is becoming a critical differentiator in how we engage customers across digital touchpoints. The Customer Personalization team is responsible for shaping intelligent, contextually relevant experiences that help customers discover value, achieve their goals, and strengthen their relationship with American Express.

This role requires a strategic product leader who can define the team’s vision, influence enterprise priorities, and drive measurable business outcomes through modern personalization capabilities. The ideal candidate combines strong product leadership, customer-centric thinking, and deep cross-functional collaboration to scale personalization across channels, journeys, and experiences.

Responsibilities

Key Responsibilities

• Define and drive the vision and strategy for Customer Personalization experiences across key digital channels, establishing clear goals, success metrics, and execution plans aligned to enterprise priorities.
• Drive enterprise-wide adoption of personalization capabilities across channels, placements, and customer journeys - establishing scalable frameworks.
• Lead the evolution of personalization capabilities to support enterprise Card Monetization priorities and emerging digital experiences, including guided customer experiences.
• Define and maintain a product suite roadmap by partnering closely with Engineering, Marketing, Analytics, Data Science, and Product teams to deliver measurable customer and business outcomes.
• Lead and develop a high-performing team of Product Managers/Product Owners, fostering strong product thinking, customer obsession, innovation, and operational excellence.
• Influence senior stakeholders across Product, Engineering, Marketing, Analytics, and Business teams to align priorities, secure investment, and accelerate delivery of personalization outcomes.
• Define success metrics and leverage experimentation, analytics, and customer insights to continuously optimize engagement, conversion, customer satisfaction, and monetization outcomes.
• Partner with Engineering and Product teams to continuously improve agile delivery practices, increase organizational efficiency, and maximize speed-to-value.

Qualifications

Qualifications

• 10+ years of experience in digital product management, personalization, digital strategy, or management consulting, with experience leading large-scale digital initiatives.
• Proven track record of launching and scaling digital products or customer experiences across multiple channels with measurable business impact and large active user bases.
• Experience building or scaling personalization capabilities, customer engagement platforms, or AI/ML-driven digital experiences preferred.
• Strong understanding of modern digital architectures, APIs, data-driven platforms, and personalization technologies.
• Demonstrated experience defining product strategy, developing roadmaps, and leading agile product development teams in complex, matrixed organizations.
• Strong analytical and strategic thinking skills, with the ability to translate customer insights, behavioral trends, and business objectives into impactful product capabilities.
• Highly collaborative and influential leader with exceptional communication and stakeholder management skills across executive and working teams.
• Innovative mindset with strong product intuition and the ability to balance customer experience, technical feasibility, and business value.
• Ability to operate effectively in a highly matrixed global organization, balancing short-term priorities with long-term platform investments.
• Confident self-starter comfortable leading across teams, organizations, and time zones.
• Bachelor’s degree required; advanced degree preferred.

Employment eligibility to work with American Express in the United States 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

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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
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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The below represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.​