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Job Description

American Express entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle networks. As part of the Consumer Services Group, the Travel & Lifestyle Services (TLS) business provides exclusive access, differentiated value, and unrivaled benefits to Card Members seeking leisure or business travel and lifestyle experiences. TLS plays a critical role in Card customer engagement, loyalty and satisfaction in addition to driving direct travel revenue and cost savings.

The Global Digital Customer Experience organization is a strategic focus area for growth within TLS as our cardmembers increasingly transact and self-serve digitally for their travel and lifestyle needs. Digital customer travel engagement and satisfaction have reached all-time highs, and through continued investment and focus, we seek to continue building out our infrastructure to meet growing demand, and to be able to elevate our service offering and the unique value and access we offer our Cardmembers.

Responsibilities

We are seeking a visionary and execution-oriented Director, Digital Travel & Lifestyle Experiences to shape the future of our premium digital travel ecosystem. This leader will define and drive a customer-centric digital strategy, lead a team of product leaders, and partner across business, technology, design, analytics, and operations teams to deliver world-class experiences at scale.

This role is ideal for an accomplished digital product and experience leader who combines strategic thinking with operational excellence and has a proven track record of building premium consumer-facing digital products, leading large-scale transformation initiatives, and delivering measurable business outcomes through complex, multi-year roadmaps.

• Establish and champion a long-term vision for world-class digital customer experiences across the travel journey. Identify emerging customer needs, industry trends, and market opportunities to inform product strategy and innovation.
• Own and evolve a strategic product roadmap balancing customer needs, business objectives, and technology investments, translating strategic priorities into executable plans with clear milestones, measurable outcomes, and accountability.
• Lead the delivery of complex, cross-functional initiatives across multiple platforms and customer touchpoints.
• Elevate customer-centric product development by leveraging customer insights, behavioral data, experimentation, and analytics to inform product decisions and championing design excellence and seamless user experiences throughout the customer journey.
• Partner and influence senior leaders across Product, Engineering, UX, Marketing, Analytics, Operations, and external partners to align on strategic priorities.
• Oversee operational performance, scalability, reliability, and optimization of critical customer-facing digital experiences.
• Lead, coach, and inspire teams of product managers and digital experience professionals. Foster an inclusive, high-performance culture that encourages innovation, ownership, and professional growth.

Qualifications

• 10+ years of experience leading digital product, customer experience, or platform organizations within consumer-facing businesses.
• Proven success defining vision, strategy, and execution plans for large-scale digital products and experiences.
• Demonstrated ability to lead complex transformations and deliver measurable business impact through multi-year roadmaps.
• Deep understanding of modern digital product development, customer experience design, personalization, experimentation, and engagement strategies.
• Experience creating differentiated, high-end digital experiences for discerning customers in industries such as travel, hospitality, luxury retail, financial services, e-commerce, or other premium consumer brands.
• Proven ability to navigate ambiguity, prioritize competing demands, and successfully deliver complex initiatives at scale.
• Exceptional executive communication, collaboration, and relationship-building skills with experience leading through influence across matrixed organizations and global teams.
• Strong analytical mindset with experience leveraging customer insights, experimentation, and performance data to inform strategic decisions and track record of defining success metrics and driving continuous optimization.

Preferred Experience

• Travel, hospitality, financial services, e-commerce, marketplace, or other digitally sophisticated consumer industries.
• Experience leading customer-facing digital platforms with significant scale, complexity, and executive visibility.
• Familiarity with Agile product development methodologies and modern digital technology ecosystems.

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.​