Director- Customer Personalization Product Management

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

• 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

• 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.