Posted Sep 15, 2025

Director of Product Development - Amex Digital Labs: Leading Innovation in Membership Growth and Customer Experience

Join the Team That's Changing the Game in Digital Product Development

American Express is a global leader in the financial services industry, known for its commitment to innovation, customer satisfaction, and community engagement. At Amex Digital Labs, we're at the forefront of digital product development, creating cutting-edge solutions that transform the way our customers interact with our brand. We're seeking a highly skilled and motivated Director of Product Development to lead our efforts in Membership Growth and Customer Experience Innovation. If you're passionate about driving business growth through innovative product strategies, we want to hear from you!

About Amex Digital Labs

Amex Digital Labs is a fast-paced team that leverages emerging technologies to develop digital payment and financial services products and engaging membership experiences. We often collaborate with top technology companies and strategic partners to bring products to market. Our mission is to catalyze innovation at American Express by originating, incubating, and managing products and platforms that are essential to our customers' lives.

Job Summary

We're looking for a seasoned product leader to join our Global New Product Development and AI team, focusing on Membership Growth and Customer Experience Innovation. As a Director of Product Development, you will lead a product team responsible for developing a range of products and pilots that provide card members with new ways to engage with their membership benefits. You'll tap into the power of data, AI, and emerging technology to develop transformational customer experiences that are predictive, proactive, and personalized.

Key Responsibilities:

Product Strategy Development: Formulate a comprehensive strategy for new membership products and associated platform capabilities, aligning with company goals and user needs.

Product Roadmap Management and Delivery Planning: Drive the development and execution of a detailed product roadmap, prioritizing features and enhancements to optimize user engagement, repeat usage, and monetization.

Elegant Customer Experience Design: Champion the creation of an intuitive user interface, collaborating closely with design/UX teams to create visually appealing layouts, seamless navigation, and delightful interactions that elevate the overall user experience and differentiate the product in the marketplace.

Content Definition & Curation: Develop a robust strategy for content selection, categorization, and prioritization, collaborating with business development and strategic partnerships teams to ensure a diverse and engaging mix of relevant content types, sources, and formats that resonate with target audiences and align with the product's objectives and values.

Personalized Recommendation Algorithms: Oversee the development and refinement of personalized recommendation algorithms leveraging machine learning and data analysis techniques, ensuring accuracy, relevance, and diversity in content suggestions tailored to individual user preferences, behavior, and feedback, while also respecting user privacy and data protection regulations.

Cross-functional Collaboration: Collaborate closely with engineering, design, data science, business development, and enablement teams to ensure seamless integration of features, timely delivery, and alignment with technical feasibility and user experience standards.

User Insights & Analytics: Utilize qualitative and quantitative data analysis techniques to gain deep insights into user behavior, preferences, and trends, leveraging findings to refine product strategies, improve user experience, and drive growth.

Performance Monitoring & Optimization: Establish key performance indicators (KPIs) and regularly monitor product performance, conducting A/B testing and experimentation to optimize algorithms, content relevance, and overall effectiveness.

Team Leadership and Coaching: Provide authentic and empathetic leadership to your product team, fostering a collaborative and high-performing culture. Encourage innovation, continuous learning, and accountability to drive excellence in product development and delivery.

Requirements and Qualifications

Essential Qualifications:

Strong Leadership Skills: Prior experience managing a team of product managers, with a passion for colleague development and the ability to coach, mentor, and guide direct reports.

Product Development Experience: A history of building new products and shipping continuous improvements, with specific experience using data, machine learning (ML), and AI to solve customer problems.

Commercial Acumen: A good understanding of commercial considerations, with the ability to clearly articulate how your product will generate revenue.

Communication Skills: Clear and concise communication skills to convey product strategy and vision, adept at explaining complex concepts to a broad audience.

Prioritization and Time Management: Ability to prioritize features across multiple competing priorities and timelines, with high consideration of user needs, technical feasibility, and business outcomes.

UX Design and Customer Research: Clear understanding of UX design and customer research frameworks and principles.

Preferred Qualifications:

Experience with Machine Learning and AI: Experience working with machine learning and AI technologies to develop personalized recommendation algorithms and predictive models.

Global Team Experience: Experience working as part of a global team, with the ability to flex your schedule to support multiple time zones (primarily UK and US West/East Coast).

What We Offer

At American Express, we're committed to supporting our colleagues' holistic well-being through a range of benefits and programs. Here are just a few highlights:

Competitive Salary: Salary range: $130,000.00 to $205,000.00 annually + bonus + equity (if applicable) + benefits.

Comprehensive Benefits: Medical, dental, vision, life insurance, and disability benefits.

Flexible Working Model: Hybrid, onsite, or virtual arrangements depending on role and business need.

Paid Parental Leave: 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy.

Career Development and Training: Opportunities for career growth and professional development.

Our Values

At Amex Digital Labs, we're passionate about our values, which guide everything we do:

BOLD: We boldly experiment and innovate by taking informed risks.

CURIOUS: We cultivate an environment where we are inquisitive and reflective of the ideas and actions of our customers, colleagues, partners, and leaders.

EMPATHETIC: We embrace our humanity in both our work and workplace, supporting our colleagues and customers to do the same.

EMPOWERED: We elevate each other through feedback and encouragement, while also welcoming healthy and constructive debate across peers, partners, and leaders alike.

AUTHENTIC: We authentically approach our conversations and the way we show up to others.

INCLUSIVE: We welcome diverse perspectives to our work and to the team.