Senior Product Manager – Machine Learning & Personalization

Job Description

Amex Digital Labs’ mission is to build the future of payments and membership, creating new value that evolves with our customers' needs and drives deeper engagement and loyalty. We leverage emerging technologies to deliver innovations that enhance how customers pay, travel, dine, and experience the brand.

As a Senior Product Manager on the team, you will work with colleagues in the U.S and U.K in shaping how we leverage AI and data to drive a more personalized and engaging user experience. Your focus will be on ensuring that our personalization models and platforms meet our business goals and provide optimal customer experiences across multiple products, while working closely with cross-functional teams to monitor performance, refine models, and drive data-driven enhancements.

This is a highly collaborative and cross-functional role, working in close partnership with key partners in Engineering, Data Science, and Labs’ Business Development & Go to Market teams.

Responsibilities

• Define and drive the product strategy for AI-powered personalization and recommendation capabilities across digital products.
• Translate business objectives and customer needs into clear product requirements for data science, engineering and platform teams.
• Partner with Data Science and Engineering to develop, test, launch and optimize personalization models and recommendation experiences.
• Monitor model and product performance, using data and experimentation to identify opportunities for improvement.
• Use analytics, customer insights and business outcomes to prioritize enhancements and inform product decisions.
• Ensure personalization capabilities are scalable, measurable and aligned with customer experience, compliance and business objectives.
• Communicate product vision, progress, trade-offs and results clearly to senior stakeholders and cross-functional partners.
• Help identify emerging AI and personalization trends and assess their relevance to American Express.

Qualifications

Minimum Qualifications

• Experience as a Product Manager, or equivalent, with leadership responsibility in a fast-paced product development environment.
• Experience developing AI products using Agile principles in close partnership with engineering teams.
• Hands on experience in developing machine learning models, and experience in applying artificial intelligence to digital products.
• Strong analytical skills, with experience using data and experimentation to inform product decisions and drive measurable improvement.
• Competency in applied statistics, gained through academic study such as mathematics, computer science, engineering, economics or physics, or through comparable work experience.
• Ability to translate business goals into product requirements and technical capabilities in partnership with Engineering and Data Science.
• Proven ability to manage complex programs or initiatives, balancing delivery timelines, stakeholder expectations and product outcomes.
• Strong understanding of emerging technology and AI trends, with the ability to assess their relevance to American Express.
• Excellent communication skills, including concise verbal and written communication for executive audiences.
• Demonstrated ability to work effectively in a highly collaborative, cross-functional environment.
• Strong leadership, organizational and prioritization skills.

Preferred Qualifications

• Experience with personalization, recommendation engines, ranking systems, targeting, customer decisioning or experimentation platforms.
• Familiarity with model performance metrics, A/B testing, customer segmentation and lifecycle optimization.
• Experience working in regulated industries, financial services or large-scale consumer digital platforms.

Employment eligibility to work with American Express in the UK 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
• 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.