Servicing Innovation

1 month ago

Brighton and Hove, United Kingdom AMEX Full time

You Lead the Way. Weve 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, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day. And well 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.

GSG Servicing Innovation:Where innovation is our business.

Our teams mission is to shape and execute the Generative AI strategy of the Global Services Group (GSG) at American Express, accelerating the progress of both existing and future use cases of this exciting new technology to transform both the colleague and cardmember experience.

The GSG Servicing Innovation team focuses on:

Developing and executing upon the GenAI strategy & priorities for GSG through rapid testing and learning, serving as a first mover for the broader enterprise in this new space Accelerating and scaling GenAI pilot programs through scope definition, coordination, and ongoing centralized support (e.g., analysis, change management, communications) for dedicated pilot teams Rapidly operationalizing GenAI initiatives at scale through development of rollout and scaling plans that quickly shift pilots from learnings to benefit realization, enabling teams to fail fast when appropriate Providing compliance and risk management support for each unique use case to ensure responsible and thoughtful use of GenAI technology in accordance with AXP and regulatory policies.

The role will require creating strategic and data-driven recommendations that enable the execution of GSGs GenAI strategy. The role will require a deep understanding of GenAI architecture, development frameworks, and troubleshooting to support execution of GenAI product development. This role will be responsible for the execution and delivery of strategic tests and pilots. The ideal candidate will be able to think creatively and prepare analyses and presentations on both forward-looking strategy and achieved results. This role also requires collaboration with various teams, including effective collaboration with Senior Leaders of all band levels across GSG and American Express more broadly.

How will you make an impact in this role?

Supporting the scoping of the next wave of GenAI pilots, ensuring alignment to prioritization principles while extrapolating learnings from smaller scale efforts and extending to bigger bets

Applying Generative AI solutions to build pilots and productswith high expectations on customer satisfaction

Thought leadership/creative problem solving to accelerate technological innovation for American Express and drive progressive improvement

Developing strong working relationships with various stakeholders in order to achieve results and enact wide-scale impact across the enterprise

Strategic program management for live pilots, ensuring that key milestones, deadlines, and deliverables are executed by removing roadblocks and facilitating alignment between stakeholders

Driving project delivery by fostering teams, managing relationships with partners, identifying opportunities and obstacles/risks, developing strategic recommendations, and ensuring deliverables are optimally executed

Results and change leadership, including the planning and development of key GenAI initiatives that result in achievement of sustainable, transformational results

Monitoring external perspectives and developments in GenAI and innovation more broadly and incorporating them into to Amex roadmaps and decisioning as relevant

Executing analysis of key metrics for GenAI pilots to derive insights on value and performance, and prepare materials for sharing results

Minimum Qualifications:

Knowledge of Generative AI that clearly goes beyond the surface level, including a technical understanding of the functionality, risks and mitigations and an ability to inform use case feasibility

Tenured years of experience in Product Management/Development

Ability to demonstrate a User Centric Mindset and ideas on how to leverage Generative AI beyond the obvious use case of chat

Strategic, big-picture thinker with demonstrated interest in Generative AI and innovation with strong business acumen and high degree of creativity in identifying opportunities for products, services, new processes and systems

Experience experimenting with Generative AI and Large Language Models, including prompt engineering and other methodologies

Highly organized, taking individual initiative and accountability for getting results

Ability to navigate ambiguity and engage in structured thinking in order derive meaningful, data-driven insights

Solid technical understanding and skilled at articulation of complex issues to non-technical partners.

Excellent oral and written communication and presentation skills to tailor communication to various audiences. Excellent communication skills with the ability to engage, influence, and inspire partners to drive collaboration and alignment

Ability to influence without authority at all levels and demonstrated track record for driving results and transformation across multiple lines of business

High ethical standards to work in a highly regulated environment and ability to responsibly consider and mitigate risks of applying AI related solutions

Experience with agile product development methodologies and tools (JIRA, Rally, LPM, etc.)

Preferred Qualifications:

Experience in User Experience research and design, a familiarity with design thinking principles

Experience working in delivery and implementation of complex, large-scale, high-performance applications/solutions

Passion to learn about innovative technologies and new approaches to create exceptional customer experiences

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.

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